Chapter
The Importance of Communication in Service Provision
09:54 - 14:58 (05:04)
Communication is key when providing a service to customers. Whether it's through package tracking or train delays, reassuring customers and keeping them informed can help improve their overall satisfaction with the service.
Clips
The delivery industry realizes that people are not that bothered about a parcel arriving a day late, as long as they know what is happening with the package, making online package tracking an important transformation for companies like FedEx or UPS.
09:54 - 12:49 (02:54)
Summary
The delivery industry realizes that people are not that bothered about a parcel arriving a day late, as long as they know what is happening with the package, making online package tracking an important transformation for companies like FedEx or UPS.
ChapterThe Importance of Communication in Service Provision
Episode#401 - Rory Sutherland - The Psychology Of Transport, Google Maps & Bear Attacks
PodcastModern Wisdom
The level of passenger satisfaction is not dependent on trains arriving on time, but rather the experience during the journey, such as receiving updates and reassurance from train drivers when experiencing delays.
12:49 - 14:58 (02:09)
Summary
The level of passenger satisfaction is not dependent on trains arriving on time, but rather the experience during the journey, such as receiving updates and reassurance from train drivers when experiencing delays. Passengers tend to leave extra time for their journey when traveling by train compared to car travel to account for any delays.