Monday, April 22, 2013

Kudos to an Outstanding Operator

Sorry for the service disruption. 

I appreciated the many concerned emails. 

Just to confirm, I was not kidnapped by Metro's PR staff. ;)

From Raphaela:
I know that often, there are many complaints of rude or unprofessional Metro operators, station managers, and other workers. Combine this with the frequent mechanical failures, and one’s experience with riding Metro can be downright dreadful.

I want to take this time to highlight the exemplary customer service of one Metro operator who handled a bad situation very well and was courteous throughout the entire trip. I hope that others follow his example.

I was on waiting for the Blue Line train the other day around 5:15 p.m. at McPherson Square. The train I boarded started to have problems with the door closing. Mind you, it had already taken 6 minutes for that train to arrive at the station, so the platform was already packed.
After several attempts, without any update from that particular train operator, the train had to be offloaded. 
The next Blue Line train arrived two minutes later.
The operator on this train was very professional and tried to inform everyone that he would provide enough time for passengers to exit and board. He politely and continually asked the crowd to be patient and board in an orderly fashion.  In the subsequent stops, including Metro Center and L’Enfant Plaza, he kept updating the crowd on the platform of the situation regarding the crowded train and asked that passengers please let others exit first. He also informed everyone when he would be closing the doors. Overall, he was explicit in his instructions and requests, as well as polite the entire time.

When the train finally got to Largo Town Center, the train operator exited the train and began to apologize to every individual he saw, saying sorry for the inconvenience and the delays. He never once expressed an ounce of frustration or impatience. He was very kind and polite.

I understand that it is frustrating when there are mechanical delays on the Metro, but sometimes, the attitudes of its workers exacerbate the issue. This train operator was very professional and I appreciate his level of customer service. He made a delayed and crowded trip a lot more manageable for passengers.

Other items:
Board members don't ride Metro (Examiner)
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