Oh yes…one of the favourite topics of the average Torontonian…especially those of us that frequently use the transit system.\u00a0 I get the feeling that there will be many posts on this topic, but to start off I would like to say that I have been living in Toronto more or less since 1996, and I am used to the current level of blah customer service provided by the TTC.\u00a0 From my experience I am happy to report though that I have never had a bad experience with a TTC employee.\u00a0 As a matter of fact the vast majority of times that I have had to ask a question or get directions etc. I have found the employees to be very nice and accommodating.\u00a0 I realize that is not the experience of everybody, but hey – it’s my blog!<\/p>\n
The issues I have are with the SYSTEM (policies and procedures) of TTC. \u00a0 For example, I’m on the subway (or bus or streetcar) and we have a delay for some reason.\u00a0 The vehicle is not moving.\u00a0 Everyone is looking around.\u00a0 It’s rush hour.\u00a0 We want to get to work.\u00a0 We wonder why we are not moving.\u00a0 We wonder if it is something serious.\u00a0 We wonder if we should get off now and walk\/take a taxi or wait it out.\u00a0 People are shuffling.\u00a0 People are grumbling.\u00a0 People are sweating.\u00a0 People are getting angry.\u00a0 People start bitching about the TTC to strangers.<\/p>\n
The solution is soooo simple!\u00a0 TELL US WHAT’S UP!<\/p>\n
“Ladies and gentlemen, we are unfortunately going to be delayed approximately for another 5 minutes due to (blah blah). \u00a0 We apologize for any inconvenience we have caused and will get going as soon as possible.”
\nThere – now everyone can relax, go back to sleep, or if they choose, leave.<\/p>\n
If you communicate with your passengers they will respect you.\u00a0 And if the driver\/operator doesn’t know exactly what is going on, as in the case where he\/she has been ordered to wait, then simply just announce that the train will be waiting at this station for approx. 5 minutes and we apologize for the inconvenience.\u00a0 When there is communication people can relax and stay positive.<\/p>\n
Fun Fact:\u00a0 In Japan the subway trains are timed to the minute.\u00a0 If the train is going to be delayed even for a minute, a live voice goes out over the speakers notifying people of the delay and apologizing for it.\u00a0 To some that may sound like overkill, but to others, it is excellent customer service.<\/p>\n","protected":false},"excerpt":{"rendered":"
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