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Customer Service Appreciation [Meet the Team]

Wednesday, September 29, 2021

Categories: Blog, Employees

Imagine for a moment you’re heading into work. You’re a CATA Customer Experience Representative and today you’ve got a shift at the downtown station. You walk through the atrium doors and make your way over to the booth and smile at the others already answering ringing phones – you know it’s going to be a busy day – but a good one. Lost and found, trip planning, bus tracking, Indian Trails, detours, departures and arrivals, paratransit, where to go, and what to do for anything and everything CATA – you know it all, even creating new stops. If there’s ever something you don’t know, there’s someone on your team who does that has your back. It’s a lot to handle, but you know you’ll get it done with a smile.

This is just a taste of everything that the customer experience department does for CATA. As the front line of contact for our riders, customer experience is in the know about almost everything to do with CATA and the City of Lansing in order to best assist you in getting where you need to go. This Customer Service Appreciation Week, we really want to highlight what the job means to our representatives who work so hard every day, 7 days a week.

What do you like most about your job?

We met with members of the CX (Customer Experience) team to ask them what they liked most about the work they do, hear what they have to say, and meet the team!

Brandon

 

 

 

"The best part is helping people navigate so they know they're going in the right direction, bridging the gap and building those hand-in-hand relationships."

 

 

 


Schuyler

 

 

 

"It feels good to help people out who are in need. Interacting with different people from all over and some of them you get to know on a different level."

 

 

 


RaSondra

 

 

 

"Working with my team is the most interesting because I get to work with not just my own department but others in CATA as well. I also like the stories that people tell me from day to day."

 

 

 


Samantha | Customer Experience Supervisor

 

 

 

"I'm in a unique position where I get to see immediate results for what our team does for the community. I see the understanding and relief as riders interact with our Customer Experience Representatives and I know that we are doing something right. I am so proud to be a part of this team."

 

 


 


Antwanette

 

 

 

"The customers are so funny, I love hearing their stories!"

 

 


 


Mysha

 

 

 

 

"I enjoy working with everyone on my team!"




 


Kayla

"I've always wanted to be a receptionist, so this is my first job that will help me in that direction. It's probably one of the first jobs where I actually like what I do. I like coming to work, and I like all of the people here."


Bri

 

 

 

"For me, it's connecting with the customers. A lot of the customers have disabilities, and I have a learning disability myself so I can relate to them. Here I can be there for our customers if they need to talk or need direction. It’s more than just a customer service job, it’s really about connecting with our customers."


 

 


Melissa

 

 

"My favorite part of the job is getting to help the public and make connections with people at a time when help is really needed. I enjoy talking with people and listening to their stories. I also work the Indian Trails at the Gateway and I get to speak with people from all types of backgrounds. It makes for some really interesting conversation. Because I work at the East Lansing Station I interact with MSU students and I get the chance to be of great help to some of the younger generation when they get lost around campus."


 

 


Andrea

 

 

 

"Lately, it's been helping the Lansing School District kids figure out which routes to take to school. I went to Everett, so I feel connected to them. I have a kid too, so I know how lost parents could feel if I were in that situation."

 

 

 


Margaret | Customer Experience Manager

 


"One of the things I like best about my job at CATA and in customer experience is our customers.  Each day provides us the opportunity to do something great, it can be as simple as replacing a lost pass, helping them plan their child’s trip to and from school or reuniting them with an item lost on the bus or as important as helping them with community resources.  We have customers that come to our information booths every day just to say hi to us and bring us treats, that’s how we know that what we do is important and impactful!"

 

 

 

 

All of our Customer Experience Representatives are responsible for a large variety of responsibilities which can be different depending on the location they're working at. Besides answering questions by phone or in person, all representatives manage the lost and found, learn and utilize numerous different programs for bus routes, bus tracking, customer feedback, pass sales, and more. Our representatives help more than just our customers. Within CATA they regularly communicate with almost every department to forward information that comes through the front desk. They play a part in many facets of day-to-day operation. So to our hard-working Customer Experience team, we want to once more graciously say thank you! You can learn even more about our Customer Experience team from last year's Customer Service Appreciation Week, so give it a read!

We'd love to hear your stories about any positive experiences you've had with our Customer Experience team on our customer feedback form.

 

 

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7 Things to Do in Lansing this Winter

Tuesday, December 8, 2020

Categories: Blog, Community

Lansing Capitol building with snow

One of the best ways to fight the winter blues? Explore local activities with family and friends! Here are some of our favorite ways to enjoy Greater Lansing in the colder months:

1. Get up close to the biggest Christmas tree and ornaments in Lansing

People come from all over the state to see the 58-foot tree displayed in front of the Michigan Capitol building. It’s become a clear icon to the city, standing tall and proud. And for the first year ever, the state Christmas tree comes right from Lansing, thanks to two generous donors.

The red holiday ornaments are another crowd favorite. These giant picturesque sculptures are in the roundabout at Michigan Avenue and Washington Square, within walking distance from the Capitol. 

Save on parking and take the bus to these gorgeous decorations! Check out our trip planner to find the best route for you.

2. Experience the Wonderland of Lights at Potter Park Zoo.

Holiday lights, music, animal encounters and goodie bags make this event a real treat. Catch the Wonderland of Lights from Thursday through Sunday until Dec. 27.

Click here for details.

3. Support local artists at the REO Town Marketplace Holiday Bazaar.

Still have a few people on your holiday shopping list? The REO Town Marketplace presents a chance to shop for Michigan artisan-made goods. This fun new way to shop local is open now until December 24.

Click here to learn more.

Kids on tubes at the bottom of the snow hill

4. Hit the snow-covered slopes at Hawk Island.

As Hawk Island is less than a mile from CATA headquarters, this is one of our favorite wintertime activities. Bring your family, grab a few friends or go it alone on one of Hawk Island’s tube runs, ranging from 500-600 feet long. Then warm up at the snack bar with a cup of hot chocolate and s’mores.

Click here for snow tubing hours and pricing.

5. Challenge your inner learner at Impression 5 Science Center.

Impression 5 is an awesome place for kids of all ages to explore, learn and have fun! It was one of the first hands-on science museums in the country when it opened in 1972. Forty-eight years later, it remains a spot for the entire family to enjoy.

For hours and pricing, please visit impression5.org.

6. Shop small at the East Lansing Small Business Crawl.

Support local small businesses and earn points to win prizes during this year’s football-themed East Lansing Small Business Crawl! Players receive points by saving their receipts and submitting them on the Lansing Regional Chamber website. The more points earned, the more chances to win the grand prize of $1,000. The event is running from December 7-12. 

Learn more about the event here.

7. Treat yourself every Tuesday in Old Town Lansing.

Treat Tuesdays in Old Town are the perfect way to add some fun to your week. Each Tuesday, a different Old Town business will feature a “treat” which could be a sale, a giveaway, or other perks that make shopping local even greater. Treat Tuesdays will be going into 2021, so there are plenty of chances to explore local businesses in Old Town. 

See the full schedule for Treat Tuesdays here.

Brick Wall that says Love Lansing

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Greater Lansing Events for a Safe and Happy Halloween

Friday, October 23, 2020

Categories: Blog

​​A man dressed as superman stands next to a woman dressed as a bunny in front of a CATA bus

It's the season of spooks, spirits and lots of candy. Whether you're looking for something sweet, a chance to compete or another special way to enjoy the Halloween holiday, this list is for you.

1. Safely trick-or-treat in your own neighborhood.

After a bit of a scare, trick-or-treating is officially a go in Lansing and East Lansing! Here are a few tips on how to keep yourself and your kids safe and healthy.

2. Make like Lightning McQueen, and drive through trick-or-treating.

The Lansing Parks and Recreation Department is holding a drive-thru trick-or-treat event on Halloween from 1-3 p.m. at Frances Park. Enjoy all the thrills of trick-or-treating with over 40 local vendors, all from the safety of your own car! Blue Cross Blue Shield will also be on site providing free flu shots. For more information, click here

3. Ghosts, ghouls and souls will be at the polls.Little boy in a T-Rex Costume on a CATA bus

Enjoy your favorite activities while also exercising your right to vote! The Lansing City Clerk’s office is hosting a Halloween drive-thru trick-or-treat event complete with music, prizes, onsite voter registration and ballot drop off. You won’t want to miss this awesome event! Click here for details.

2. Cheer the Spartans to victory against the Wolverines.

Whether you’ll be in a costume this Halloween or in your jersey cheering on the Spartans, Ellison Brewery and Spirits is the perfect Halloween spot for the whole family. Their family-friendly Halloween party will include a costume contest, live music and prizes. Learn more here

3. You have the right to remain trunk-or-treating.

Is it possible to have too much candy? We don’t think so! The Lansing Police Department’s Community Service Unit is hosting a drive-thru trunk-or-treat event on Halloween. Say hi to McGruff the Crime Dog while you're there! Click here to learn more. 

4. Suit up for a spooktacular photo.

Looking for a way to get in the Halloween spirit from home? Check out East Lansing’s inaugural Great Pumpkin Photo Contest! Submit a photo in costume by November 1 for a chance to win amazing prizes. Click here for contest rules and information.

5. Enjoy Halloween specials at your favorite local haunts.

Many places around Lansing will be treating you to specilty drinks and snacks that are sure to spook even the bravest of foodies. Test your sleuthing skills at a Socially Distanced Murder Mystery at The Bistro in Williamston, carve your imagination with Midtown Brewing's pumpkin carving nights, or delight your pallate with apple streudel bites and a sweet potato harvest bowl from Hopcat

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