Customer Service Advisory Panel at the TTC
78 recommendations for improving customer service on the TTC were released in a report today. Above all the many suggestions (most of which could’ve been devised by simply polling transit riders and wouldn’t have taken a 6 month process), my favourite excerpt from this report:
Collectors are a key frontline position for customer interaction. It is essential that the appropriate person is placed in these positions.Fascinating bit of culture over there at the TTC, don’t you think?
Inadequate selection criteria are used to hire for the role of collector. Movement into this role is based on a seniority bid process or by job placement due to required accommodation.
This role is a vital, frontline role that requires excellence in customer service competencies (e.g. people skills, cash handling). There is no adequate process to ensure employees have the required abilities and skill- sets required for the role.
