Whether people like it or not we still live in a country that allows a person to pass their opinion on something that exhilarates them or pisses them off. This week’s blog is all about the latter.
I think in general I’m a pretty easy going fellow. I’m generally a pretty positive thinker and I don’t go out of my way to be an asshole but there is one thing I cannot tolerate, crap customer service.
I take the T.T.C every single day. Multiple times in a day. I’ve paid for two monthly passes since my moving here in 2005. One thing is for sure, the price keeps going up and the customer service keeps going down.
The company can give me every excuse in the book but those bus drivers are really miserable people. Now don’t start throwing insults just yet. I have also met a handful of people who really do an incredible job! There’s one fellow who is always cracking jokes every time the station announcements go off. It’s amazing. There have been a couple of ladies that really go out of their way to welcome you aboard. There’s another fellow who takes time to explain to the kids how the bus works. Sadly though these people are few and far between.
I’ve posted numerous concerns on the T.T.C customer service Twitter account but I’m told to call in my concerns. I wonder to myself what that Twitter account is for. Clearly not concerns! Anyway, I did what they asked and called in my concerns and I have to tell you the person on the other end of the phone sounded like she actually cared. She took the information and thanked me for my call. I know the driver’s job is not easy. Customer service is not easy, but it is what they signed up for and so it’s their lot in life so let’s step it up. The truth is it’s just not great. For the most part they are a visitor’s first “go to” once they have gotten into the city and start their touring around. The transit system here with all the construction is a nightmare. Hell I’ve been taking this system for more than a decade and with all the construction I sometimes have no idea where I should stand! Being abused by customers is never okay but I’d say most of us are just trying to get around and need some thoughtful help to do so. I’m in customer service. I get that customers can be demanding but that never authorizes a poor responses from the employee. And just in case you want to go there, this is not a white privilege thing as some idiots posted on my Twitter account. I can’t stand when people go to these cliches. I’ve seen time and time again people of minority being spoken to very poorly by the drivers and with there smaller English vocabulary, in some cases they literally have to accept the way they’re being spoken to. I even heard a supervisor talk disparagingly about those drunk Indians. It’s gross. People have mentioned that with my experience I should apply for the TTC customer service but unfortunately that’s not a beast I’d want to be a part of. I’m not sure who could fix their image problem but one thing is for sure, they could not pay me enough. I will keep calling and speaking on behalf of myself and people who may not feel strong enough to speak up for themselves. It is a problem and it’s time for it to be addressed! I’d give them 1 kiss out of 5 on customer service but I’ll check in again with you folks to let you know how they’re doing!
Edited by Mary Ellen Monk
A word from the editor
I’m grateful for my peaceful drive in my private car every day! And my commute is 15 minutes!
I give people credit that sit in Toronto traffic for hours on a daily basis. They are much stronger people than I.