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TriMet's Smith Wins Call Challenge
Billy Smith, a customer service trip planner with Portland’s Tri-County Metropolitan Transportation District of Oregon (TriMet), took the top honor at the seventh annual Call Center Challenge, held during APTA’s recent Marketing & Communications Workshop in West Palm Beach, FL. This is the first time a TriMet employee has competed in the finals of the program.
Before joining TriMet about a year and a half ago, Smith worked in customer service for Capital Area Transit in Harrisburg, PA. He cited several important skills for speaking with customers, including listening to the caller, being patient and empathetic, finding something in common with the caller and having a sense of humor.
Smith was one of seven finalists who competed before a live audience and a panel of APTA member judges. The competitors were judged on their ability to resolve various customer service scenarios in a friendly and professional manner.
APTA sponsors the Call Center Challenge to spotlight the importance of customer relations in public transportation agency call centers and to recognize individuals who excel in providing top customer service.
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Billy Smith, third from right, winner of the 2015 APTA Call Center Challenge, with the other finalists at the event. |
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