TTC Diaries: Town Hall

Dear Diary,

Finally got around to reading a recap of Sunday’s Town Hall meeting between TTC riders, management, and union leader Bob Kinnear.

I’m glad this is happening, sad it took them this long.

The productivity of the meeting seemed low, but some attendees appreciated the effort of organizers. Others, however, seemed irked by the lack of topics covered.

It seems like Kinnear at least made an honest effort to speak truthfully about the abuses to customer service, but as stated in the Star article, he should not be the one speaking. It’s better to hear concerns right from the horse’s mouth, so to speak. TTC management, and employees should be accountable, not the ringleader.

TTC Diaries: Metropass

Dear Diary,

I hate to play the customer service card but I have to in this case.

If there is a demand for Metropasses, then supply it. Commuters shell out $121 every month so that they can have the convenience of traveling around the city, to and from work, school, and wherever else they need to go. These people are willing to pay the TTC for this service, and the TTC should, in theory, provide the means to do so.

Problem is, you can’t get the Metropass ANYWHERE. A couple days into the month and most places are sold out of the card, including the bookstore on the Humber campus, a place where there should be a generous stock of passes.

C+ For Canadian Customer Service

After spending a couple days in Boston, and from past trips across the border, I’ve noticed a distinct difference in customer service, and this bothers me.

Of course there are some retail outlets in Canada that have exceptional service but not many. In the U.S. it seems to be a norm.

In a study by the Manton Group, Canadian companies were rated in terms of customer service, and scored on average around 40%. Not so great. For a people stereotypically known for being friendly and polite, this doesn’t reflect well on our image.

If we’re speaking anecdotally, I went to a retail store in Boston, and tried on a pair of pants. I happened to say that they were a tad bit wrinkly and hence could not see if they fit well. As soon as this was said, a sales associate jumps up and offers to steam them for me. Keep in mind too that this pair of pants was on the sale rack so commission was not too high on the item. And what if I didn’t buy them? They risked no sales to steam my pants. Even if they were obligated by the rules and regulations of said clothing store, it’s still more than I’ve experienced in Toronto.

Shopping in Toronto, I’ve been in and out of stores without a simple greeting from store staff. Most are too busy trying to make their daily quota in sales that they don’t bother to go above and beyond to retain customers. Though not beneficial initially, customer retention is what increases sales in the long run. What should be awarded is sales associates who foster repeat customers.

I’m important, damnit!

TTC Diaries: If I Were The TTC Chair

I would..

10. Appoint a subway car to be the “party car” that is decorated in a different theme every week. Everyone will want a ride on the party car, trust me.

9. No pants subway ride would be once a month.

8. Find private investors. I know selling the TTC off is a scary thought, but it could work if it was heavily regulated.

7. Implement an actual customer service program.

TTC Diaries: Coffee Breaks

Dear Diary,

I know they’re trying the customer service thing, but has the TTC been living under a rock for the past couple of years? Did they not realise their bus drivers ALWAYS take food / ATM / coffee breaks while on shift? Why are they only apologizing now?

For as long as I’ve been taking busses (a relatively long time in my relatively short life), I’ve had bus drivers stop the bus to grab a little something something. On my first day at Humber, I took the Finch bus (which took 2.5 hours to get from Finch station to Finch and Islington. I was  so late for school, I had to taxi the rest of the way because someone puked on the bus and they kicked everyone off, only to have to wait for another bus which didn’t come). Midway through the trip, the bus driver got out of the bus for 15 minutes (!!) much to the dismay of outraged students and people trying to get to work. This has happened multiple times on the Finch bus at the exact same place, to the point where I decided to completely change my route.

Note to Humber students: Wilson 96 takes 50 minutes to get to school whereas Finch takes almost 3 times longer (for the same distance, and a more direct route).

So is the new customer service policy for the TTC that they will pay attention to the complaints that get publicized rather than ignoring all complaints always? Because I’m POSITIVE people ratting on the TTC ain’t a new thing.

Oh Diary, when will they ever learn?

Love,

Me.

TTC Diaries: Awkward Timing

Dear Diary,

Toronto Transit Commission has been getting a lot of media coverage in the past week eh?

But does the good press outweigh the bad? Let’s investigate!