Customer Service Advisory Panel

April 2010

The TTC Customer Service Advisory Panel has started reaching out to employees for their insight, observations and recommendations for improving the customer experience. Employees can go online to provide feedback to the panel.

Led by its Chair, Steve O’Brien, the volunteer panel has begun its extensive review of all aspects of TTC operations, with a particular focus on the areas that are integrated with customer service. Those include:

• Operator, Collector and other frontline employee initial training and re-certification training.
• Commendations and complaints process.
• Selection and hiring criteria for frontline employees.
• Current TTC plans to address customer service.

The panel will also be seeking input from customers through www.ttcpanel.ca  and by email - info@ttcpanel.ca.

“We’re looking at customer and guest engagement and how the TTC communicates with the public,” O’Brien said. “We’re also looking at other transit systems across the country and around the world and picking their brains on some of the things they’re doing.”

The panel will also be exploring a customer bill of rights addressing employee and customer expectations. The group will make its final recommendations public at the end of June.

As the TTC Customer Service Advisory Panel continues its work, ATU Local 113 announced on March 31 that it’s holding three town-hall-style meetings with riders to talk about improving customer service. The public meetings, dubbed Let’s Talk, take place in April and early May.