Customer Management
Student’s Name
Institutional Affiliation
By providing examples, tell us how you have provided excellent customer assistance and managed social media content.
Sydney trains operates the suburban passenger rail network that serves the city of Sydney. With an annual ridership of about 400 million people annually, customer assistance becomes integral as well as the management of social media content. The main hub of the network is The Grand Concourse of Central Station, and this facility handles the majority of the passengers. With the high numbers of traffic into the station, customers need assistance to ensure a smooth and beautiful experience.
Excellent customer assistance
When dealing with many customers, errors are bound to happen regardless of the systems in place to help increase efficiency. Customer assistance encompasses showing respect, sending apologies, recognizing errors, and rapidly fixing glitches is what makes for good customer service. Refining efficiencies, such as integrating information technology, will speed operations and deliveries, which helps to satisfy time-sensitive customers (Musalem, Olivares, & Schilkrut, 2020). In these difficult times of the COVID-19 pandemic, I can proudly say that I have provided excellent assistance to travelers to ensure that they stay safe even as they try to work and earn a living. I have been instrumental in reminding the passengers to always keep their masks on, direct them to areas where they can wash their hands, and, most importantly, remind them of maintaining social distancing. Some customers are difficult and do not understand the importance of the measures in place to protect them, and in such a scenario, I take my time to educate the customers of how the measures help curb the spread and eventually flatten the curve.
Managing social media content
Social media is a powerful tool and can be used to build a brand or destroy it. When customers are agitated, they normally take to social media, where information spreads like a bush-fire. When the information is negative, it can course a domino-effect where the reputation is ruined, and customers look for other alternatives (Musalem, Olivares, & Schilkrut, 2020). On a daily basis, I have to monitor and respond to posts and discuss real-time events with customers on social media platforms, and this is how social media helps build a brand. One time when monitoring tweets, one customer tweeted that he was not impressed with the service at The Grand Concourse of Central Station. He was new to the city, and it was difficult for him to get around the station, and when he sorted help from a security guard, he was not helped. I read the tweet and responded with a public apology and offered to meet the person to resolve the issue privately. I offered to take him around the station, and he appreciated it.
Conclusion
Customer assistance is both in person and on social media. In both cases, one should be respectful, listen, recognize errors, apologize, and solve the problem. In social media, it is worse when a problem is not resolved quickly because people are quick to share their dissatisfaction quickly to more people. Managing social media content helps control this situation by finding unsatisfied customers early, solving their issues, and prevent the spread of negativity.
References
Musalem, A., Olivares, M., & Schilkrut, A. (2020). Retail in high definition: Monitoring customer assistance through video analytics. Manufacturing & Service Operations Management.