In 2009, the Toronto Transit Commission customer service – or lack thereof – was the target of the Toronto media. Ottawa faced a similar situation two years later. How did they handle it? They struck a committee. They had meetings. They had more meetings. They appointed a Chief Customer Service Officer. They met a bit more. Now they’re having ”Town Hall Meetings’, and apparently riders are still angry (Here’s the story).
They Are Missing The Point About Customer Service
The only thing worse than having really poor customer service, is to promise someone you’ll fix something, then not come through. This is the road TTC has been going down for the last two years, and I fear it won’t be long before they face a giant backlash from their riders and their employees. It is a customer service case study in the making – one which is not likely to have a happy ending.