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Behind the Curtain of Customer Experience

Friday, October 2, 2020

Categories: Blog, Employees

You may know our customer experience representatives –⁠ or CRXs, for short –⁠ as voices on the phone or faces in the information booth at CATA facilities.

At a glance, these employees sell passes, administer fare tokens and provide rider information. But their role goes far beyond what meets the eye.

CXR Nick Zickefoose cites around a dozen online programs he has to use quickly and efficiently to give customers the best information.

“I do feel like a lot of the people in the City of Lansing tend to view us as a very reliable source of information, not just for CATA,” Zickefoose said. “Oftentimes we’ll end up answering questions just about the city in general, for people that have just moved here.”

The customer experience department receives hundreds of phone calls a day. Sometimes these come from parents asking for information for their students. Other times, calls come from those looking for a ride to a nearby homeless shelter for their next meal. The team knows many of these customers by name, and remains when to lend a helping hand or listening ear.

“Just being able to help somebody is one of my most enjoyable parts about this job,” said Schuyler Brown, another member of the CXR team.

Customer Experience Representative Schuyler Brown poses in front of the CATA Transportation Center

Zickefoose recounts the times he’s stayed on the phone with new riders until they reach their nearest bus stop and feel comfortable. He’s also provided words of encouragement to customers going through tough times.

 “There are a lot of moments where there’s a deeper interaction with our customers and the people who live in Lansing,” Zickefoose said.

Customer Experience Supervisor Sam Soliz notes there are many unpredictable factors in public transportation –⁠ weather, traffic, red lights, accidents, medical emergencies and detours to name a few.

“If our department can use our tools and our empathy to eliminate any or all of that stress, we’ve made the customers day just a little bit better,” Soliz said. “That’s what it’s all about –⁠ removing just one pain point from their day in the hopes of making it better.”

Thank you to this team for making days at CATA better for our employees, riders and the public. The community is incredibly fortunate to have such empathetic, resourceful and talented representatives getting people where they need to go.

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Leading with Love

Thursday, October 1, 2020

Categories: Blog, Employees

CATA Customer Experience Manager.

That may be Margaret Stephen’s job title, but others call her the heart of the customer experience department.

“Her understanding, her love … she goes beyond what a supervisor is supposed to even care about,” said Schuyler Brown, a member of the customer experience team. “In any situation where we need her, she’s right there. She’s got our backs.”

Margaret describes herself as one of those people who really loves her job. That love shines through to her team, other CATA employees and the public as she works hard to keep the CATA Transportation Center running smoothly.

Customer Experience Manager Margaret Stephens stands in front of the CATA Transportation Center

“I couldn’t have asked for a better boss for my first job out of college,” said Nick Zickefoose, another customer service representative. “Margaret is so attentive. She’s on the ball. She’s so friendly. She knows everything that we need to know about customer service, and she’s so enthusiastic about it.”

But according to Zickefoose, his boss doesn't just focus on doing her job well. She also empowers others to improve.

"She works so hard to make sure that everyone in our department is happy, healthy, doing our best, and also improving,” Zickefoose said. “She has a very vested interest in making sure that as individuals and as professionals, we’re becoming better people. And I appreciate it beyond anything else.”

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What to Do This Fall in Lansing

Monday, September 14, 2020

Categories: Blog, Community

 

While this fall may look different than in years past, there are still plenty of great things to do in the Lansing area while following COVID-19 health and safety guidelines.. From farmers markets to corn mazes, there is something for the whole family. Check out this list of our top places to explore in Lansing this fall.

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

A post shared by Uncle John's Cider Mill (@unclejohns_cidermill) on

1. Uncle John’s Cider Mill

Uncle John’s Cider Mill is a must-have on your fall bucket list. With delicious cider and donuts, local food trucks, games and activities, this spot is perfect for all ages. Click here to see all of Uncle John’s upcoming events as well as their updated health and safety regulations. 

2. Potter Park Zoo

Calling all animal lovers! Potter Park Zoo has reopened with new safety and sanitation standards. The Zoo’s annual Boo at the Zoo and Wonderland of Lights events are perfect for a night out this fall. Check out Potter Park Zoo’s full list of upcoming events  here.

Happy National Coloring Day! In case your coloring page supply is running low, check out these coloring pages from the...

Posted by Fenner Nature Center on Monday, September 14, 2020

3. Fenner Nature Center

Nothing says fall like taking in the sights and smells of nature. Fenner Nature Center is the perfect place to escape for the day and enjoy the beauty of fall in Michigan. For rainy days, check out their fall coloring pages to print off and color at home! Click here to see the full list of Fenner Nature Center’s Events, including the Annual Apple Butter Festival in October.

Posted by Allen Farmers Market on Wednesday, September 9, 2020

4. Farmers Markets

Fresh produce, homemade goods and supporting local businesses – what more could you ask for? Head to one of the many farmers markets around Lansing this fall to create the farm-to-table experience in your own home. You can even explore your adventurous side with cuisines from all over the world! Check out this list of Farmers Markets to see which is closest to you. 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

A post shared by CATA (@ridecata) on

5. Local Restaurants

Looking for a new go-to dinner spot? Many of our favorite local restaurants are open for business again with new health and safety standards. Take a look at some of the local spots we’ve highlighted on our social media. Or view a full list of Greater Lansing Restaurants here.

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