Info

Businesses that Care Podcast (formerly Mere Mortals Unite)

Mere Mortals Unite (MMU) and Businesses that Care (BTC) are two distinct series in this podcast. BTC is focused on building a business culture that allows your business to recruit and retain good talent. Our guests share ideas that work, to create a culture of engagement. On previous episodes of MMU we share superpowers that everyone has although they may not have discovered them yet, or forgotten them or given them away. Take them back, increase their use in your life. provides skills and techniques so you can discover your superpowers. The result is an increase in success and joy in your life and the lives of those that surround you. Let’s change the world one person at a time, starting with you!
RSS Feed
Businesses that Care Podcast (formerly Mere Mortals Unite)
2018
October
September
August
July
June
May
April
February
January


2017
December
November
October
September
August
July
June
May
April
March
February
January


2016
December
November
October
September
August
July
June
May


Categories

All Episodes
Archives
Categories
Now displaying: Page 1
May 17, 2017

098 Creating a Customer Service Culture – Southeastern Pennsylvania Transit Authority

URL: http://www.julieannsullivan.com/customer-service-culture/

 

When you think of “customer service,” what industries come to mind? Perhaps you think of hotels, restaurants, tech companies, or entertainment. On this episode, you’ll learn how one state government agency is leading the way in customer service.

I’m thrilled to introduce you to Kim Heinle, who works with Customer Service and Advocacy for the Southeastern Pennsylvania Transit Authority. You may have never considered what training is necessary for these workers, but they face many different personalities on a daily basis. For Kim, every day is a new adventure with new opportunities and challenges. He wants a team that truly wants to be there and love what they do. Kim is committed to helping his workforce live productive lives. His main goal is to weave a Customer Service Culture into the fabric of their business.  On this episode, Kim shares how he accomplishes this.  

Kim’s bio: Kim Scott Heinle is the Assistant General Manager for Customer Service & Advocacy with SEPTA, the public transit organization for Southeastern Pennsylvania. SEPTA has been in business since 1964, and Kim has been with the organization for 33 years. His goal is to empower employees at all levels to meet and exceed customer expectations.

Further thoughts from Kim on increasing employee engagement and enhancing the workplace culture: “Public Sector organizations need a new approach to business and it starts with understanding why we are here in the first place. Building a SEPTA Customer Service Culture (BASCSC) is now in the fabric of who we are.  It’s the starting point for understanding the link between highly motivated employees and their ability to deliver amazing service to our riding customers and non-riding customers.”

You’ll discover:

  • A unique idea Kim uses at SEPTA to create a more engaging workplace.
  • How SEPTA leads the industry by using social media in its everyday operations.
  • A brief yet fascinating history of modern metro-area transportation.
  • Why the shift from private companies to public agencies made it difficult for public transit organizations to stay customer-focused.
  • The importance of looking at what your customers expect, and what you’re able to deliver.
  • Why front-line team members are so critical to SEPTA’s success.
  • How SEPTA uses social media to serve customers and protect the organization.
  • Kim’s leadership strategies and initiatives to increase employee engage and customer service.
  • Specific ways that SEPTA empowers team members to make the right decision in the moment.

 

Interview Links & Other Resources

SEPTA.org

Follow SEPTA on Twitter

Follow SEPTA Customer Service on Twitter

Businesses That Care on C-Suite Radio

iTunes - Subscribe, Rate and Review

0 Comments
Adding comments is not available at this time.