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.
Fairhaven Bike Train Program Recognized posted on Dec 18
The Town of Fairhaven was recognized alongside the Massachusetts Safe Routes to School (SRTS) Program by Cape Cod’s NPR station, WCAI, for their bike train program. A bike train is a fun way for elementary and middle school students to get to school while being …Continue Reading Fairhaven Bike Train Program Recognized
South Station Expansion: DEIR Comment Period Through December 24 posted on Dec 17
Posted by: Matthew Ciborowski, South Station Project Manager, MassDOT Office of Transportation Planning I was pleased to meet with more than 60 people who participated in an Open House and Hearing on the Draft Environmental Impact Report (DEIR) for the South Station Expansion project on …Continue Reading South Station Expansion: DEIR Comment Period Through December 24
“License to Learn” at RMV Supports Early Education posted on Dec 16
The Patrick Administration today turned MassDOT’s Registry of Motor Vehicles Boston location into a “Brain Building Zone” to promote the power of engaging parent-child interactions in building children’s literacy through everyday moments. The RMV, Department of Early Education and Care (EEC), and United Way of …Continue Reading “License to Learn” at RMV Supports Early Education