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.
Medford: Green Line Extension Public Meeting December 14 posted on Dec 5
The Green Line Extension Project Interim Program Management Team will host a public meeting as follows: Wednesday, December 14, 6:30 to 8:30 PM, Medford City Hall, Council Chambers, 85 George P. Hassett Drive The purpose of the meeting will be to present a general update …Continue Reading Medford: Green Line Extension Public Meeting December 14
MBTA Future: Focus40 Seeks Your Ideas posted on Dec 2
The Focus40 Street Team has been out at stops and stations around the system, collecting your ideas for the MBTA’s future. The Street Team is made up of MassDOT staff, community members, and partner organizations. We have already engaged with over 1,000 MBTA customers and …Continue Reading MBTA Future: Focus40 Seeks Your Ideas
MassDOT, MAPFRE Insurance Encourage Motorists to Prepare for Winter Driving posted on Dec 1
MassDOT and MAPFRE Insurance offer helpful tips to ensure that your vehicle is geared up for wintry road conditions: Bring your vehicle in for an inspection. Winter can involve some of the harshest conditions for your vehicle to endure, so have your vehicle checked by …Continue Reading MassDOT, MAPFRE Insurance Encourage Motorists to Prepare for Winter Driving