Post Content

Bond, Chris
By Christine M. Bond, MBTA Assistant Director of Education & Development

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. 

Written By:

Recent Posts

Baker-Polito Administration Authorizes MBTA Control Board Extension, Board and Staffing Transitions Announced posted on May 25

Baker-Polito Administration Authorizes MBTA Control Board Extension, Board and Staffing Transitions Announced

Acting to maintain momentum toward improving the MBTA for riders, Governor Charlie Baker, Lt. Governor Karyn Polito and Transportation Secretary and CEO Stephanie Pollack today announced that the MBTA’s Fiscal and Management Control Board (FMCB) will extend its governance by two years as allowed under   …Continue Reading Baker-Polito Administration Authorizes MBTA Control Board Extension, Board and Staffing Transitions Announced

Sumner Tunnel Traffic Adjustments posted on May 24

Sumner Tunnel Traffic Adjustments

MassDOT has announced that beginning on Thursday morning, May 25, it will be implementing the following adjustments to the traffic pattern in the area of the entrance of the Sumner Tunnel in order to improve traffic flow as construction activities continue for the ongoing toll   …Continue Reading Sumner Tunnel Traffic Adjustments

MassDOT: Plan Ahead for Memorial Day Travel posted on May 24

MassDOT: Plan Ahead for Memorial Day Travel

MassDOT advises Memorial Day holiday travelers to plan ahead, utilize MassDOT’s many travel “real time” tools and use public transportation if possible to travel between destinations. “We know from past years that travelers can expect heavy traffic volumes during Memorial Day weekend and should accordingly   …Continue Reading MassDOT: Plan Ahead for Memorial Day Travel