Customer service that has me free and laughing!
November 23, 2009 by Marguerite Orane
Filed under Featured Posts, Love
The letter that has me free and laughing! Note the tooney (Cdn.$2.00 coin) taped at the bottom!
Here’s one more reason I am loving Canada!
My daughter had a challenge with an employee of the Toronto Transit Commission. Incensed, I wrote the TTC. Two Fridays ago, I received a telephone call replete with apologies, and today received a formal letter, the contents of which I reproduce here. “Free and laughing” means loving what you do and loving your customers. This Customer Service Representative clearly loves and cares for the customers of the TTC. His actions are an example of integrity and love at the workplace.
Dear Ms. Orane
I refer to your recent correspondence regarding the difficulty your daughter while attempting to enter the xxxxx subway station on October 29, 2009.
Your concerns regarding the decision made by our on duty collector on this occasion is entirely understandable and I regret any inconvenience or embarassment your daughter was caused in this connection.
While TTC staff must remain diligent in fare collection, they are expected to manage all situations in a professional and courteous manner and I can assure you that our financial interests do not override good judgement, particularly when it involves our young riders
The TTC monitor employees’ performance through ongoing supervision to ensure good customer service and professionialism is maintained at all times. We also remind operating staff of the importance of using discretion, particularly in situations involving our youth.
In light of the forgoing, this will confirm that the opportunity will be taken for our senior operations staff members to review, interview and counsel the employee in question regarding the manner in which she performed her duties on this occasion.
Thank you for allowing us the opportunity to address your concerns and in the interest of good public relations please find enclosed $2.00 as reimbursement for the incomplete trip.
Sincerely
Roger Xxxxxx
Customer Service Representative
NB: Note the Tooney ($2.00 coin) taped at the bottom of the letter!!
Ahh! For life in a civilized country. This is worth considering seriously. This sadly happens sooo very rarely at home. I weep for my sweet Jamaica. I need to re-read your posts to keep me free and laughing!
Love the story. Good things do happen to good people. 🙂
Keep reading Brigitt – it is my intention that every moment, wherever I am, I am free and laughing! And I LOVE company – so come along for the ride!!!
Yes great customer service is certainly one of my most pleasant memories of Canada. They have it down pat. I remember once when my sister was visiting me in Calgary, and we stopped by a KFC late at night on the way home; they didn’t have the chicken part she requested, so the attendant called another outlet close by to be sure my sister got what she desired. Needless to say, my sister fresh from Jamaica, was flabbergasted that they would take the time to care.
It’s called love in action. Kahlil Gibran said “Work is love made visible”. Most people don’t approach their work that way. Pity. They are missing numerous opportunities to enrich the lives of others and their own!
Can you imagine the JUTC responding in the manner that the Toronto Transit Commission (TTC) did re similar problems experienced by your daughter while travelling on one of their buses?!! Hell No !!
We should be thankful for the apology and the reimbursement, courtesy of an employee who is paid to provide these services. I too have experienced the good, bad and the ugly of T.O.’s public transit system and I am well aware of the many tense moments that can occur between TTC staff and paying customers on a daily basis. I am concerned about this situation, particularly whether the reimbursement and apology(from the non-perpatrator)was fair compensation for the ‘challenge’ that the young-person/new-Canadian faced? Yes, be thankful for the gesture, but let’s not lose sight of the larger, more systemic, reasons that may have caused the problem in the first place – in a ‘civilized’ country at that. Peace.
Everton
Both my daughter and I are pleased with the outcome. We are grateful, knowing that whatever we give thanks for will multiply. So, I prefer to focus on this one good instance. And if there are ever any more not so good instances with the TTC (or anyone else for that matter) then I will do my civic duty and report it!