Meeting_Body
AD HOC CUSTOMER EXPERIENCE COMMITTEE
JANUARY 18, 2018
Subject
SUBJECT: CUSTOMER CARE OVERVIEW, COMPLAINT TRENDS
AND RESPONSE PROCESS
Action
ACTION: RECEIVE AND FILE
Heading
RECOMMENDATION
Title
RECEIVE AND FILE report on the Customer Care Department, the trends in customer complaints and the process for responding to complaints.
Issue
ISSUE
Members of the Ad Hoc Customer Experience Committee have requested an overview of the Customer Care Department, the trends in customer complaints and the major categories received in Metro's Customer Care Department by Metro customers, including those regarding cleanliness. The committee has also requested information on the process for addressing the complaints and responding to customers, including the agency's systematic approach for addressing issues across departments and ensuring they are resolved.
Discussion
DISCUSSION
Metro's Customer Care Department is comprised of four functional areas: Customer Information (the Metro Call Center), TAP Information (the TAP Call Center), Customer Programs and Services, and Customer Relations.
Customer Information
* The Metro Contact Center assists customers with trip planning and provides information on schedules and fares. Agents provide regional information for 70 transit providers.
* Call 323.GOMETRO Monday-Friday 6:30 a.m.-7:00 p.m., Saturday and Sunday 8:00 a.m.-4:30 p.m.
TAP Contact Center
* The TAP Contact Center assists customers regionwide with all inquiries regarding TAP cards.
* Call 866.TAPTOGO or email customerservice@taptogo.net Monday-Friday 8:00 a.m.-4:30 p.m. Closed Saturday and Sunday.
Customer Programs and Services
* Four Customer Centers - Baldwin Hills, East LA, East Portal at Union Station and Wilshire/Vermont.
* The centers provide in-person customer service Monday-Saturday 6:00 a.m.-6:30 p.m.
* Reduced Fare - Processes 200,000 Reduced Fare applications a year for seniors, the disabled and students (K-12 and college/vocational)....
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