The System of Working with Passenger Requests
The necessity of development of preventive feedback management “passenger-company” at railway transport facilities is considered. The importance of combining and maintaining communication channels for managing the process of working with passengers' requests in the Russian Railways company is analyzed. One of the vectors for the development of feedback management is the change in the assessment indicator of the passenger complex, based on the number of complaints received - “the client is always right”, to the state of assessing the level of passenger satisfaction with the quality of services - “the client is satisfied”. Recommendations have been developed for automating customer service processes and switching to an electronic system for submitting requests in the “single reference window” format. A unified system for accounting and analyzing passenger requests is proposed, based on proactive management and work ahead of the curve. The proposed management decision-making system will be focused not only on correcting the discrepancy, that is, eliminating the passenger’s complaint, but also considering the possible consequences of this discrepancy, developing preventive and corrective actions.