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.
Video: Toll Plaza Demolition, Reconstruction Shown Step by Step posted on Oct 26
On October 28, I-90 (The Massachusetts Turnpike) will transition to All Electronic Tolling, and MassDOT will begin demolishing the existing toll plazas and reconstructing the roadways. The following is a visualization of what drivers can expect to see as they travel through an existing toll …Continue Reading Video: Toll Plaza Demolition, Reconstruction Shown Step by Step
Cementing the Future of the Braga Bridge posted on Oct 25
When MassDOT undertakes a bridge and highway restoration project, such as the Route 79/Braga Bridge Improvements Project, it aims to make efficient and long-lasting choices of materials. Materials are meticulously evaluated and chosen to ensure lower maintenance costs and an improved service life. For the …Continue Reading Cementing the Future of the Braga Bridge
All Electronic Tolling Activated October 28, Toll Plaza Demolitions Begin This Weekend posted on Oct 24
MassDOT today hosted a news conference and media tour in Weston to inform the public that plans are on schedule to activate All Electronic Tolling (AET) in the state on Friday, October 28, at 10 p.m., and to immediately deploy equipment to begin the process …Continue Reading All Electronic Tolling Activated October 28, Toll Plaza Demolitions Begin This Weekend