Editorial Archive

Shout-out to TTC employees who go above and beyond for you

10/21/16 6:00 AM

Working in the customer service sector, under constant scrutiny, presents quite the challenge for TTC employees as we strive to put right decades of underinvestment in our transit system and get the TTC back to being world class.

Torontonians rightly expect transit to be reliable, punctual and clean, and for those charged with delivering it, to be helpful, polite and proactive.

Our five-year TTC modernization plan will deliver service that is not only more reliable, but one that makes you feel valued as a customer. In addition to the work we are doing to renew vehicles, track, signals and back-office processes, a lot of effort is being made to change the look and feel of our service – something that is largely influenced by the people that work for us.

To deliver consistently excellent service, it is essential that the frontline staff who have most contact with customers know what is going on and what they need to do to address customer needs. They need, in turn, to feel valued by their managers for a job well done.

For these reasons, we are putting real focus into changing the way we manage so that our employees feel motivated to excel. Today (Oct. 21), the TTC will celebrate colleagues that have gone above and beyond in the cause of customer service, safety, leadership, teamwork and innovation. Theirs are often the stories that go unnoticed, so we want to recognize the many acts of kindness and excellence that are delivered every day by our employees.

I salute those that stand out and who strive to give you better service every day in the face of many challenges.

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