Monday, August 09, 2010

What the TTC can learn from Go Transit

This morning I witnessed an interesting issue at Union Station. A lady tried her Presto card on
the subway and it told her to proceed but it would not let her through the turnstyle. The rep told her to go to the other presto booth, but she already paid. Another told him that presto was out of service at the other side. With that he said, "Not my problem, its prestos." Upon one gentleman's complaint, just walked away so the gentleman scanned his pass and hopped over. At that point the rep got upset as it looked bad as other passengers were confused about Presto. His comment, "Remove your F*#* headphones and you would hear me that the other Presto one works."

Lesson 1: The customer is always right. He could see from the turnstyle that she paid, simply let her through.

Lesson 2: If a customer tells you something is broken, regardless of whether its presto issues or ttc, listen and don't get snippy.

Lesson 3: Treat all your customers equal. Whether they have long pointy hair, headphones, or a business suit. Just because someone is wearing an ipod with earbuds does not mean its on and they cannot hear you. Ironically the rep who made the comment was the one not listening to the customer.

Lesson 4: The best way to fix customer service is contract it out. Go Transit had lots of issues with client facing workers not many years ago so it pursued new contracts from outside to work with customer service on the trains. It seems a contract worker is more likely to worry about their contract renewal and provide better service than someone in a Union that will protect them.

For all you that complain heavily about Go Transit, I challenge you to take the subway to work for one month, you will be so proud of where Go Transit has gone with customer service and appreciation.

As a foot, note, on August 11, 2010 at Yonge and Bloor an interesting thing happened. A lady was getting on the train and she was a little slow to walk. She crept to the door and got close as the chimes went off. She tried to rush and was a little flustered. She fell on the platform. The train doors closed then reopened. The train sat there for a few minutes but nobody from TTC came over to see if she was okay. After a couple minutes some passengers on the train noticed her and helped her on and onto a seat. She was a little shocked. You might claim that nobody saw what happened but firstly, the train driver reopened the doors so he must have seen something. If not, there are survalence cameras all over yonge and bloor as they were installed for the RCMP and for passenger safety so someone had to see what happened.

On the Go Train, if someone falls on the platform and gets hurt, you see the customer service ambassador come over to check if they are okay. Its common decency. Cudos to Sammi and Nicole and the other customer service ambassadors on the Go Trains, they really care. TTC employees need to maybe go for a coffee with one of them and get some advice.