To celebrate Customer Service Week, which takes place from October 5 – 9, we will be profiling our frontline workers on the Peninsula Moves! Blog.
The Customer Service Center at the Transit District can be a hectic place. Anxiously awaiting information on their bus or trains, customers call frequently, hoping that service representatives can provide responses that can help allay their concerns.
That kind of responsibility may be daunting for some, but Customer Service Representative Karin Bank said it helps make her job more fulfilling.
“The best part of my day is helping people get to where they want to go, even when they don’t have a clue about which bus or train they should take,” said Bank. “They need help and we’re here to help them.”
Bank said the stakes are particularly high when Caltrain service is affect by a fatality on the tracks, a tragic occurrence that deeply affects passengers.
“These people are scared, they don’t know what’s going on and they’re pretty shook up,” said Bank. “We let them know that we understand what they’re going through, and that we’re sorry for what they’ve experienced.”
Bank said that not all of the customer service calls are from upset passengers.
“We’ll actually get a lot of calls from tourists who are very excited to be here, and you get to tell them how to get to these places they really want to see,” said Bank. “They’ll end up telling you a lot about their lives—even if you don’t ask. Still, it’s great to interact with customers like that.”