TTC seeks outside help to improve customer service

The Toronto Transit Commission will hire an external consultant to review its customer service record after a spike in rider complaints over the last year.

TTC chair Adam Giambrone said Wednesday that the consultant will review all facets of customer service, acknowledging the transit authority faces "challenges" when it comes to interacting with riders.

"That's not acceptable," he said.

He did not say how much the review will cost or who will be hired to do it.

Giambrone also said the TTC would appoint a panel of experts in other fields to provide suggestions on how to improve customer service. 

"I think we can learn a lot from a number of private-sector entities and that's what we're doing," he said.

"We're bringing in people who will have some expertise — and not just with the recommendations, but some people who will help implement them. It's one thing to have a recommendation, you must also have a plan to implement [it]."

He didn't say when they appointments will be made.

In 2009, the transit commission received 31,000 complaints between Jan.1 and Nov. 30, up 15 per cent over 2008.

The most popular criticisms cited rude TTC operators, fare increases and bus and streetcar delays. Although the fare hikes took effect earlier this month, speculation that the increases were coming began in September.

Staffers also have to do a better job providing information on delays, TTC general manager Gary Webster said.

"Complaints have also been received regarding the attitude and behaviour of some employees that are inconsistent with the expectations we all have, particularly in a service-oriented industry such as transit," he added.

The TTC does not have any employees dedicated to reviewing customer service.