ANNUAL REPORT 2004–05 - V/Line

OUR CUSTOMERS“GRENVILLE DAWSONOUR CUSTOMER RELATIONS CENTRE HANDLES ANAVERAGE OF 150 CUSTOMER CASES EVERY WEEK,RANGING FROM COMPLAINTS ABOUT DELAYS ANDDISRUPTIONS, TO REQUESTS FROM PEOPLE WITHSPECIAL NEEDS, TO GENERAL FEEDBACK ON TRAINAND COACH SERVICES. THE CENTRE HAS PLAYED ACRUCIAL ROLE OVER THE PAST YEAR IN SUPPORTINGCUSTOMERS AFFECTED BY THE MAJOR REBUILDINGPROJECTS. FEEDBACK IS SO IMPORTANT. WHILE WETRY TO ANTICIPATE THEIR EXPECTATIONS ANDNEEDS, ACTIVELY LISTENING TO CUSTOMER VIEWSAND CONCERNS HELPS US TO GET BETTER AT WHATWE DO. OUR CUSTOMERS HAVE BEEN INCREDIBLYLOYAL AND WE TRY TO MAKE SURE THAT WHEN THEYNEED TO CONTACT US, THE WAY WE RESPOND WILLHELP MAINTAIN THEIR CONFIDENCE IN THE SERVICESWE PROVIDE.Above: The customer relations team and some of the communicationsmaterial used to keep customers informed about changes to rail servicesV/LINE ANNUAL REPORT 2004–05|15