Management & Operations

Palm Tran's executive director spends day working customer service

Posted on March 8, 2018

Branded “Clinton’s Customer Service Experience,” the unusual initiative developed by Forbes immersed the executive director in day-to-day customer service operations.
Palm Tran
Branded “Clinton’s Customer Service Experience,” the unusual initiative developed by Forbes immersed the executive director in day-to-day customer service operations.
Palm Tran

Looking for guidance on riding the bus, callers to Palm Tran’s Customer Service Center had the unexpected opportunity to speak with the agency’s leader. Executive Director Clinton B. Forbes spent hours on the phone assisting fixed-route riders with questions, directions, and other transit needs. It was not an easy feat, but the experience resulted in an exchange of ideas to provide even better customer service.

Branded “Clinton’s Customer Service Experience,” the unusual initiative developed by Forbes immersed the executive director in day-to-day customer service operations. Forbes described the experience as enlightening. Though challenging, he acquired a more comprehensive understanding of the challenges faced in the department.

“It is not easy work,” Forbes admitted. “It is a lot of questions that customers want answers to right away. I am very proud of the folks that work at the center. They ensure our customers get the information they need.”

“It was nice for the agents to see that the director cares enough to take calls just like they do,” Customer Service Administrator Lina Aragon said. “He did relatively well, but he will have to go through more training to be an effective customer service agent.”

Between taking calls, Forbes received feedback from seasoned agents on how the department could flourish. Employees took advantage of the opportunity to speak directly to the executive director and share their ideas on potential enhancements.            

“I think he liked it and he certainly enjoyed being able to talk to the people,” said Customer Service Supervisor Jeff McGregor. “I could see from the staff expressions that Forbes was doing a great job. I hope he does it again.”

Ultimately, the experience left Forbes with a wealth of knowledge and a stronger connection to Palm Tran riders.

“All of the customers were pleasant, and they just wanted information quickly to use our service. I appreciated that,” Forbes said.

View comments or post a comment on this story. (0 Comments)

More News

GRTC Transit system names new CEO

Julie Timm becomes the sixth CEO and the first female CEO in the agency's history.

Cleveland RTA board approves new CEO contract

India Birdsong, who's official first day is Sept. 16, will oversee 2,300 employees and a $218 million annual budget.

WSP USA's L.A. office names new transportation leadership team

Members have operated in Southern California, delivering numerous complex infrastructure projects, including high-speed rail.

VIA Metropolitan Transit adds to executive management team

Marisa Bono the Public Engagement Group as chief strategic officer and Curtis Koleber is the agency’s new head of Transportation.

Keolis names new CEO of U.S. bus operations

Aline Frantzen joins Keolis in the U.S. from Keolis’ flagship operation in the United Kingdom, where she served as managing director of the Manchester Metrolink system

See More News

Post a Comment

Post Comment

Comments (0)

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

LCT Magazine

Global Resource For Limousine and Bus Transportation