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.
Aeronautics: Baker-Polito Administration Awards Funding to Minute Man Air Field posted on Mar 28
The Baker-Polito Administration’s Department of Transportation (MassDOT) has announced an award of $850,000 to Minute Man Air Field in Stow for a project to make necessary repairs and reconstruction improvements. MassDOT Aeronautics Administrator Jeffrey DeCarlo joined State Representative Kate Hogan, elected and local officials, municipal …Continue Reading Aeronautics: Baker-Polito Administration Awards Funding to Minute Man Air Field
Worcester: Belmont Street Bridge Opens posted on Mar 23
MassDOT has announced that the Belmont Street Bridge that carries Route 9 over Interstate 290 in Worcester is now open to its permanent configuration. The bridge now features two eastbound lanes toward Shrewsbury, two westbound lanes toward Lincoln Square and a newly-added, left-turn lane through …Continue Reading Worcester: Belmont Street Bridge Opens
Highway Assistance Patrol Program: MAPFRE Sponsorship Extension posted on Mar 23
MassDOT is pleased to announce an agreement to extend MAPFRE Insurance’s sponsorship of the Highway Assistance Patrol program (HAP) through March 2018. This extension marks the 15th year of partnership between MassDOT and MAPFRE in providing excellent customer service and safe, quick clearance on the …Continue Reading Highway Assistance Patrol Program: MAPFRE Sponsorship Extension