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.
Secretary Pollack Welcomes July COMTO National Meeting to Boston posted on May 27
MassDOT Secretary & CEO Stephanie Pollack is pleased to welcome the Conference Of Minority Transportation Officials (COMTO) 44th National Meeting & Training Conference to Boston, July 11–14, 2015. Secretary Pollack joins Boston Mayor Martin J. Walsh as Honorary Chairs of the Conference. In addition to …Continue Reading Secretary Pollack Welcomes July COMTO National Meeting to Boston
Fall River Route 79 Project: Ramp Closures May 28 posted on May 26
MassDOT will close the on-ramps to I-195 east and westbound from Route 79/138 and Broadway northbound, and from Central Street at Durfee Street/Milliken Boulevard on Thursday, May 28. The closures are necessary to demolish and reconstruct the last two elevated bridges as part of the …Continue Reading Fall River Route 79 Project: Ramp Closures May 28
MassDOT, Mapfre Insurance Encourage Safe Summer Driving posted on May 24
In time for Memorial Day, the kick-off to the summer driving season, MassDOT Acting Highway Administrator Thomas Tinlin joined MAPFRE Insurance in reminding motorists to adhere to speed limits, obey traffic laws and avoid distracted driving when traveling during the summer months. According to data …Continue Reading MassDOT, Mapfre Insurance Encourage Safe Summer Driving