CORDIALITY

Eye contact, a smile, a nod, or a simple greeting. A courteous tone of voice. Attentive listening. Prompt and accurate answers. Customer service is key.

Average of the 9 personal service areas assessed:

TARGET

90%

2015 results

94%


DRIVERS

The driver welcomes the customer with eye contact and a smile, a nod, or a greeting. He or she speaks politely and with a courteous tone, answering their questions or referring them to another source of information.

Drivers

The driver looks at the transit fare presented by the customer. Unless it is physically impossible, he or she pulls over to the curb, allowing the customer to enter or exit the bus without stepping into the street.


Data source:
Mystery shoppers.

TICKET BOOTH ATTENDANTS

The ticket booth attendant welcomes the customer with eye contact and a smile, a nod, or a greeting. He or she speaks politely and with a courteous tone, answering their questions or referring them to another information source.


Data source:
Mystery shoppers.

Call centre employees

In Call centres, employees identify themselves or use a standard greeting. Employees use the polite “vous” form in French, allow the customer to explain the reason for their call, quickly provide accurate information, conclude the call in an appropriate way, thank the customer, and wish them a good day.

Data source:
Mystery shoppers.

Call center employees

In Call centres, employees identify themselves or use a standard greeting. Employees use the polite “vous” form in French, allow the customer to explain the reason for their call, quickly provide accurate information, conclude the call in an appropriate way, thank the customer, and wish them a good day.

Data source:
Mystery shoppers.

Customer service employees

In service centres, employees welcome customers with eye contact and a smile,  a nod, or a simple greeting. Employees use the polite “vous” form in French, allow the customer to explain the reason for their visit, quickly provide accurate information, conclude the  visit in an appropriate way, thank the customer, and wish them a good day.

Data source:
Mystery shoppers.

Customer service employees

In service centres, employees welcome customers with eye contact and a smile,  a nod, or a simple greeting.  Employees use the polite “vous” form in French, allow the customer to explain the reason for their visit, quickly provide accurate information, conclude the visit in an appropriate way, thank the customer, and wish them a good day.

Data source:
Mystery shoppers.

Paratransit services

Call centre employees

In Call centres, employees identify themselves or use a standard greeting. Employees use the polite “vous” form in French, allow the customer to explain the reason for their call, quickly provide accurate information, conclude the call in an appropriate way, thank the customer, and wish them a good day.

Not measured in 2015

Call centre employees

In Call centres, employees identify themselves or use a standard greeting. Employees use the polite “vous” form in French, allow the customer to explain the reason for their call, quickly provide accurate information, conclude the call in an appropriate way, thank the customer, and wish them a good day.

Data source:
Mystery shoppers.

Call centre employees

In Call centres, employees identify themselves or use a standard greeting. Employees use the polite “vous” form in French, allow the customer to explain the reason for their call, quickly provide accurate information, conclude the call in an appropriate way, thank the customer, and wish them a good day.

Not measured in 2015

  1. Not measured in 2015
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