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Required skills. Customer service representative positions often require at least a high school diploma. Representatives often have some experience with office software. First impressions are very important in this job. The moment one begins to communicate with a customer, one is being judged.
Customer service may be provided in person (e.g. sales / service representative), or by automated means, such as kiosks, websites, and apps. An advantage of automation is that it can provide service 24 hours a day which can complement face-to-face customer service. There is also economic benefit to the firm.
In December 2006, MTA New York City Transit launched TripPlanner, its online travel itinerary service. TripPlanner offers users customized subway, bus, and walking directions within all five boroughs of New York City, as well as service alerts and service advisories for planned track work.
MTA agencies now move about 8.6 million customers per day (translating to 2.65 billion rail and bus customers a year) and employ about 74,000 people. The MTA's systems carry over 11 million passengers on an average weekday systemwide, and over 850,000 vehicles on its seven toll bridges and two tunnels per weekday.
MTA announces findings regrading its latest customer satisfaction survey. Rich Jacques , Patch Staff Posted Wed, Nov 13, 2013 at 4:36 pm ET | Updated Wed, Nov 13, 2013 at 4:59 pm ET
Lhota’s letter outlined a few new steps to boost service. He said over the next 60 days, the MTA will make a roadmap for improving the subway and launch a “dashboard that presents the metrics ...
In 2020, the MTA started displaying real-time service metrics on the screens, such as service changes and dynamic transfer information. [208] [209] By then, the subway system had 5,000 such screens, with another 9,000 to be installed by September 2021 at a cost of $100 million. [209]
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction. Audience [ edit ] Any employee who interacts with a customer is a candidate for customer service training.
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