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.
Green Line Extension Station Design Meetings Set posted on Apr 27
MassDOT and the MBTA are hosting two public meetings this spring to provide an update on the design of four stations as part of the Green Line Extension project. The meetings and stations in discussion are as follows: Thursday, May 14, 6:00 – 8:00 PM: …Continue Reading Green Line Extension Station Design Meetings Set
MBTA Green Line First Countdown Signs Live in Newton posted on Apr 25
Transportation Secretary Stephanie Pollack announced that the MBTA Green Line’s first countdown signs have been activated at Newton Centre and Newton Highlands Stations on the D branch. “These signs provide customers with additional information that they haven’t had before, making customers’ commutes more predictable,” said Secretary …Continue Reading MBTA Green Line First Countdown Signs Live in Newton
Massachusetts Walk and Bike to School Day: May 6th posted on Apr 23
The day is approaching quickly! On Wednesday, May 6th, thousands of elementary and middle school students will participate in hundreds of events within Massachusetts communities as they walk and bike to school. Massachusetts Walk and Bike to School Day is a statewide event through the …Continue Reading Massachusetts Walk and Bike to School Day: May 6th