I take public transit to get around (unless my Fiance drives me somewhere) and the problems with the Mississauga Transit are nothing new to me. I try to defend it and I try to be understanding. But on this day, I’ve just about had it. On many occasions, I wanted to complain about the service (case in point this blog post – but clearly, that one did not go well) and after over a decade of terrible service, I finally decided to send in an email (not a tweet, because I know how that one ended).
Anyway, here was the email I sent in immediately after the issue arose. I was livid when I sent this e-mail in and reading it back to myself right now, I am surprised it still came across as professional (at least I think so). [On a personal note, this was during my February challenge and yes, it did cause me to be very late! It was my first “late”, actually. Boooo-urns!]
A little over an hour later, I received an email from Miway Customer Service. Although I was impressed they responded quite quickly, the email did very little.
So… they apologized for the inconvenience and that was it. They did not acknowledge that I mentioned that the service with this route has been sub-par for the last few weeks. Perhaps just a line that read, “I’m sorry you’ve been experiencing inconsistencies with our service during the last few weeks. We will have a look and inspect the situation further”. The explanation given, for this particular issue, was that the operator was confused with their assigned work. Personally, I don’t think this was the best way to approach this. Instead, I (as a MiWay Customer Service Assistant) would have taken accountability on behalf of Miway instead of throwing the Operator under the bus (pun not intended). And maybe I would have added a closing line that said to provide me with feedback the next time something like this happens, so I can look into it.
I think what really bothers me is that this response was very basic, robotic and did not give me the feeling that my feedback was appreciated. After all, people complain because they want to be heard. Is that not Customer Service 101? I was not expecting compensation of any kind, just that my feedback was appreciated. Instead, this email did the opposite – it made me feel like the person that read it, Dana, likely rolled her eyes as she read my email and responded just to get it out of her inbox. Am I expecting too much here? Do you think this was a satisfactory response and I’m just really hard to please? (I know I tend to be super picky when it comes to service and I think it comes from working in the customer service sector for years.) Or are you in agreement with me? Feedback welcome! Please and thanks for reading!
EDIT: March 11, 2012 8:19 P.M.
Seems that someone else recently complained in to the Mississauga Transit. (She OK’d me sharing this with the blog!)
Glad to see that not everyone gets the robotic reply that I received. Granted, her complaint directly involved one of the drivers so that might be why they took different action. What do you think?