malvernmugadzikwa
Your Money, Your Call
Cresencia Marjorie Chiremba
EVER since the Covid-19 lockdowns, travelling by private commuter omnibuses has become more confusing.
The private kombis were banned, ostensibly to curb the spread of Covid-19. While this move was well-intentioned, it created a void in the public transport sector. Urban passengers now grapple with sub-par customer service from kombi crews and unfortunately, there is no effective channel to report these negative experiences.
Surprisingly, when private kombis returned, they purported to be under various associations.
Kombi associations could be a positive development, potentially improving regulation and providing a way for passengers to report complaints.
However, there is a crucial challenge: Most passengers are unaware of these associations and where to find them. Currently, some kombis might have logos or names displayed, but without clear information, it is difficult for passengers to understand the significance of this.
This lack of awareness makes it hard to hold kombi crews accountable or even know who to report issues to.
Ideally, a public information campaign or standardised identification system could help bridge this gap. Mobile apps or platforms listing associations and complaint channels would also be a big improvement for passengers navigating the new kombi landscape.
This is important because, when incidents of poor customer service occur, passengers need a straightforward way to report them.
To address this anomaly, the authorities should ensure that associations’ offices are well-known and accessible. Signage at major bus stops and termini can guide passengers to these offices.
Digital platforms, such as websites or mobile apps, can provide information about their contact details and complaint procedures.
As it stands, kombi associations appear not to be customer-centric. Their lack of visibility and communication with passengers is a major hurdle.
To truly improve the public transport sector, the authorities should encourage the formation of associations that prioritise passenger needs.
Imagine kombi associations that actively gather feedback through hotlines or surveys, ensuring passenger voices are heard. These associations could also work with kombi owners and drivers to implement transparent fare structures and establish clear complaint resolution processes.
Training programmes for drivers on customer service and safety would further enhance the passenger experience.
A customer-centric approach would benefit everyone. Passengers would experience improved service quality and feel empowered to voice concerns. Kombi owners could see an increase in the number of passengers they ferry and potentially higher fares.
Drivers might benefit from better working conditions and potentially higher wages.
The authorities can play a crucial role by incentivising customer-centric associations and introducing regulations that require clear communication channels.
By fostering dialogue, accountability and focus on passenger rights, we can create a more efficient and enjoyable public transport system for everyone.
Furthermore, the authorities must set clear regulations and standards for kombi operators. These guidelines should cover aspects such as cleanliness, driver behaviour, safety measures and adherence to customer expectations.
Regular inspections can ensure compliance.
Mandatory training programmes for kombi crews are essential. Just as it is a must to have a retest, it should also be the same with this training, which should cover customer service, conflict resolution and basic hygiene.
Certifying drivers who complete these courses can enhance their professionalism and commitment to passenger well-being.
Digital feedback channels should be encouraged, especially by the Ministry of Transport and Infrastructural Development, in conjunction with the Traffic Safety Council of Zimbabwe.
The data obtained can be used to identify trends, address issues and recognise outstanding service.
In the same vein, there is need to promote positive role models by identifying kombi drivers and conductors who exhibit exceptional customer care. Regularly featuring their stories in the local media or on social media platforms can inspire their colleagues to do the same or even better.
By fostering associations, enforcing standards, investing in training, embracing technology and celebrating positive role models, the authorities can transform the kombi experience for passengers. Let us steer towards a future where kombis not only transport people but also deliver exceptional service.
Cresencia Marjorie Chiremba is a marketing consultant with a passion for customer service/experience. For comments, suggestions, and training, she can be reached at: [email protected] or +263712979461, 0719978335, 0772978335.
Online Reporter