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.
July 4th Holiday Services Update posted on Jun 30
MassDOT encourages safe travel during the upcoming July 4 holiday weekend. Before you drive, check our live Traffic Cameras web page to view current conditions. Traffic is especially heavy at the I-84 interchange at Exit 9 in Sturbridge on the day before the holiday and …Continue Reading July 4th Holiday Services Update
MassDOT Board Approves Contract for 325 New MBTA Buses posted on Jun 29
The MassDOT Board of Directors today approved a contract for the manufacture and delivery of 325 new state-of-the-art replacement buses for the MBTA fleet. “This is a major step in the process in modernizing the MBTA’s bus fleet and provides an important resource for millions …Continue Reading MassDOT Board Approves Contract for 325 New MBTA Buses
Medford Cradock Bridge: I-93 Route 16 Westbound Ramp Closure posted on Jun 26
MassDOT is scheduled to close the I-93 Route 16 Westbound off ramp on Monday, June 29, at 7:00 AM to begin construction on the Cradock Bridge Project in Medford. The off ramp is scheduled to be closed for the duration of the project through approximately …Continue Reading Medford Cradock Bridge: I-93 Route 16 Westbound Ramp Closure