Editorial Archive

Customer service still key to transforming the TTC

11/14/14 6:00 AM

One of the most important objectives of our Five-Year Corporate Plan to modernize the TTC is to make you feel valued as a customer.

Clearly, getting you from A to B in a safe, timely fashion is our first priority, but we recognize that we must also pay more attention to the quality of the service that you receive. Quite simply, we will not have delivered on our vision of a transit system that makes Toronto proud until every interaction with the TTC is consistently excellent.

This requires us to relook at the way we do things so that customer needs are met with a minimum of bureaucracy, which reflects on the commitment to putting the customer at the centre of all that we do, rather than the operational needs of the business.

With this goal in mind, we have added resources in our Customer Service Centre so that we can respond more quickly and effectively to customer queries and feedback. We have also strengthened the information team within our Transit Control Centre to provide timelier information that is of value to you when using the TTC. And we are reviewing and revamping processes to empower frontline Supervisors to resolve most customer issues on the spot.

In parallel, we are taking steps to improve the engagement of our employees, as I am convinced that a well-motivated, well-led workforce is key to driving up our overall performance. Working in a frontline customer service role can be tough, especially given the challenges of ever-increasing daily levels of ridership that now regularly top 1.8 million.

On my trips around the system, it is pleasing to hear that customers are noticing a positive change in how we handle customer concerns. While we know there is still much to do to improve service reliability, I hope you also notice a real, concerted effort to improve how we interact with you, our customer.

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