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.
MassDOT to Join Boston Shines Cleanup at Harriet Tubman Park posted on May 2
MassDOT employee volunteers will assist in a cleanup effort of Harriet Tubman Park in support of the City of Boston’s annual Boston Shines program. On Friday, May 6th at 11 a.m., MassDOT will join Boston Shines volunteers to rake, sweep and plant flowers in the …Continue Reading MassDOT to Join Boston Shines Cleanup at Harriet Tubman Park
MassDOT, MAPFRE Insurance Mark Global Youth Traffic Safety Month posted on May 1
Posted by: Patrick McDonald, CPCU, AIM, AIS Executive Vice President – Business & Clients MAPFRE Insurance MAPFRE Insurance recognizes that Massachusetts teen drivers are often inexperienced behind the wheel and are in need of extra support and guidance being new drivers on the road. May …Continue Reading MassDOT, MAPFRE Insurance Mark Global Youth Traffic Safety Month
Bay State Bike Week is Almost Here! posted on Apr 29
What could be better than April breaking the 70 degree mark? The beginning of May, because we’re getting ready for Bay State Bike Week! Every May, Massachusetts residents and bike commuters come together to celebrate human-powered, two-wheeled transportation during Bay State Bike Week. This year, …Continue Reading Bay State Bike Week is Almost Here!