NCSC: Opening Lines Of Communication

Aside from customers, few know better than employees at NS' National Customer Service Center (NCSC) in Atlanta about the importance of providing quality service over an expanded rail system.

Shaun Sutton is one of 76 customer service representatives at NCSC who answer the phones when customers call. "We just try to take customers one at a time," Sutton says, "and treat each one like he is the only customer needing our help. We let them know that open lines of communication are always a priority."

The experience affirms Sutton's commitment to customer service.

"We take customer service seriously," Sutton says of himself and others at NCSC. "It's as if we own those cars and as if it's our money on the line. That's what true service is all about."

"With that approach," says Rush Bailey, director NCSC, "we are a better, stronger company with more ability to assist customers in expanding their businesses."