This fall, thirty MassDOT front-line ambassador employees from the MBTA, Registry of Motor Vehicles, Mass Highway and Mass Bay Commuter Rail have worked with a team of expert instructors to design the new customer service training program, “How Can I Help You Today?” Our goal is to assure customer service excellence no matter where a customer is served at MassDOT.
Terri Furlong, the Assistant Manager of Tolls & Tunnels, recently passed along an excellent example. Anne Kathryn Kauffman drove through the Sumner and Callahan tunnel toll plaza each day for three months, and on her last day sent a note of thanks to toll collectors that said in part,
"I will truly miss my daily passage by your toll booths. Thank you so much for bringing me a daily dose of joy. Boston is lucky to have such professional and friendly people at the entrance to the city. I sincerely wish you all the best."
This is an example of the outcome we hope to achieve each day as part of the "How Can I Help You Today" customer service training program to help front line ambassador employees better do their jobs.
The program emphasizes strategies for delivering excellent internal and external customer service; information about the evolution of the customer service experience and what customers expect; how customers communicate about the service they receive; effectively serving customers with disabilities; and being aware of individual biases which can negatively impact customer service. Employees are reminded that a positive attitude and approach makes the difference in the delivery of service.
Employees receiving the customer service training reported a positive experience, with comments including: “I learned how to treat people and our customers with respect and dignity”; “I learned to defuse a situation when you have a difficult customer encounter”; “We as individuals can be biased without realizing it”; “Customer service will be standardized across MassDOT”; “My attitude is important”, and finally, “MassDOT is all one”.
Our team will continue to work with the customer service training program in the months ahead, and we invite you to tell us how we are doing.
Labor Day Weekend Travel: Plan Ahead! posted on Aug 27
MassDOT encourages motorists to plan ahead for safe travel during the upcoming Labor Day holiday weekend. Heaviest Labor Day traffic on I-90 is expected Thursday and Friday westbound and Monday afternoon-evening eastbound. The number of toll transactions on the Turnpike from Weston to the New …Continue Reading Labor Day Weekend Travel: Plan Ahead!
Boston: I-90 Construction Update posted on Aug 26
MassDOT contractors in August and September continue the preparation work to improve the median and Commonwealth Avenue Bridge substructure on Interstate 90 in Boston. The left lanes in both Eastbound and Westbound directions on I-90 from west of the Prudential tunnel to the Commonwealth Avenue …Continue Reading Boston: I-90 Construction Update
Braintree-Weymouth Route 3 Resurfacing Begins September 2 posted on Aug 25
MassDOT Secretary Richard A. Davey in Braintree today announced that the Route 3 Resurfacing Project in Weymouth and Braintree will begin Tuesday night, September 2. Paving work will occur from Exit 16/Route 18 in Weymouth to the Route 3 connection with I-93 North and South …Continue Reading Braintree-Weymouth Route 3 Resurfacing Begins September 2