Customer Service Week 2022
October 3, 2022
Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers daily. This year’s celebration is observed October 3-7, 2022.
SEPTA always strives for the encounters with our operators, conductors, passenger attendants and cashiers to be friendly, informative, and courteous. Our SEPTA Customer Service and Passenger Services team members are a vital part of our customer advocacy mission. This week and every week we thank them for being there when we need them, for persevering through the pandemic, learning new ways to better serve our valued customers, being flexible, innovative, and rising to meet each new challenge.
Communicating with our customers is an essential part of SEPTA’s commitment to providing quality public transportation in the Greater Philadelphia area. Our Customer Service and Passenger Services Departments are here to respond to any question or concern you may have about your SEPTA experience.
For assistance, customers can visit one of our Customer Service or Passenger Services locations or even send us a note via USPS mail. By phone, you can speak to an Agent/Representative that can assist you with your SEPTA experience. SEPTA’s multilingual line can assist customers in more than two hundred languages. LEP (Limited English Proficient) callers will be assisted by way of a three-way conference with an interpreter and a customer service representative. SEPTA has 3 online based ways to connect with Customer Service as well, live chat, web form, and social media. SEPTA.org has a designated page for customer service, located here. If you have the SEPTA App - you can access several of these resources from the app itself. Click on the “more” tab and select “Connect with SEPTA” for options.
By the Numbers:
98 ... Number of people that work in SEPTA Customer Service/Passenger Services
58 ... Number of people that work in the SEPTA Customer Service Call Center
6 ... Number of people monitoring @SEPTA_SOCIAL
77 ... Average number of tweets posted per day
12 ... Number of bi or multilingual agents/specialists
8 ... Number of SEPTA Customer Service locations
2800 ... Average calls per day
2 ... Average call length in minutes
Monday is the busiest day of the week. And the busiest time of day is 11AM to 1PM. The most asked questions have to do with travel information and schedule times: How do I get from A to B? What time does the bus/train arrive?
The SEPTA Customer Service Call Center has been recognized as a World Class Call Center and is a three-time APTA Call Center Challenge finalist.
Fun Fact #1: Five of the top fifteen call volume days occurred when Pope Francis came to town!
