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!
"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."
"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."
"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."
"The customers are so funny, I love hearing their stories!"
"I enjoy working with everyone on my team!"
"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."
"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."
"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."
"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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