Listen to and understand our customers;
Make quality customer service a top priority;
Exhibit excellence in customer service through proactive communications, project management, understanding business processes, and building enduring customer partnerships;
Demonstrate our commitment to customers through respect, knowledge, responsiveness, and courtesy;
Ensure that our staff has access to the tools, training, and resources they need to achieve our customer service goals.
The above is the customer service philosophy from a very successful organization.
TRIMET does non of the above.
Let's look at an example that occurred yesterday morning around 7:30am.
Due to our bungling unconnected management, there was a major problem getting the refurbished fare boxes going in the buses at Merlo garage.
That created a shortage of buses, runs were cancelled and people left stranded.
A 57 inbound had a full load of people heading off to work.
Some genius somewhere noticed that the route 46 was not going to get any bus this morning!
What did they do, they called the full bus 57 and instructed that operator to discharge his passengers at the next stop and proceed to do a route 46.
Approximately 50 people were discharged into a nowhere location somewhere on TV highway, basically left on the side of the road.
The bus did the 46 route, picking up about 7 people.
50 people sacrificed for 7.
THAT'S THE TRIMET WAY!
| Just like a 3rd world country |
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