In an email sent to current and previous customers, the operator has set out a plan to significantly improve the reliability and punctuality of its ferry fleet and address customer services issues which have dogged the firm during the past year.
It states that it has already recruited more call centre staff and extended the centre’s opening hours while customer services staff are also working longer hours during periods of travel disruption and call waiting times have also been reduced, the company says.
The firm has recently employed a customer services project director on an interim contract and is now planning to enhance the service further by upgrading the telephone system and ensuring that staff receive further training.
