NEW YORK – Customer service at New York train stations will change starting Thursday.
This is because the agents who are usually inside the booths will start helping users outside the booths to answer questions and provide information. Additionally, employees will help New Yorkers use ticket machines, monitor the safety and cleanliness of platforms and all areas of the station, and report issues as they arise in a timely manner.
In December, the MTA and TWU Local 100 announced the future role of Station Agents in enhancing the customer experience by performing functions outside of cabins. In preparation for the enhanced functionality, Station Agents are receiving enhanced customer service and OMNY team training.
Starting this week, the enhanced Station Agent functionality will provide customer support outside of station cabins via:
- Signage throughout the transit system.
- Assistance to customers with disabilities and the elderly.
- Assistance at ATMs.
- Improved customer service during service interruptions and planned major changes.
- Advice and information from OMNY, including conversion and usage.
- Timely reporting of any customer service issues, including elevators, escalators, digital signage, help desks and turnstiles.
- Maintain a safe and clean environment for the client.
- Reports of quality of life issues.
“Today marks another day of progress as we improve the customer experience and provide faster, cleaner and safer service,” said NYC Transit President Richard Davey. “Customer Service Centers are opening up across the system, providing service directly to passengers at the stations they use. And in a double win, our Station Agents will begin their new and improved role outside of the kiosk, helping customers directly. As we continue to see customer satisfaction increase across the subways, these two announcements are further momentum towards our North Star goal of 70% satisfaction. »
Additionally, the MTA announced the opening of three additional Customer Service Centers in the subway. The newly opened centers are located at Fulton Street a Manhattan, Avenue Myrtle-Wyckoff not Brooklyn there 74 St–Jackson Heights–Roosevelt Avenue among queens. All three centers are repurposed station cabins and feature improved lighting, awnings and wrap-around signage to create a more inviting and user-friendly environment.
The MTA opened its first customer service centers on February 7 at Stillwell Av-Coney Island, 161 St-Yankee Stadium and Atlantic Av-Barclays Center. On February 28, the program expanded to all five boroughs with the opening of centers at 34 St-Penn Station, Flushing-Main St and St. George. By the end of 2023, six additional Customer Service Centers will open in the underground network at the following stations:
Customer Service Centers have services that were historically provided by the MTA exclusively in 3 stone street in Lower Manhattan in the neighborhoods where the passengers live. The centers include repurposed cabins and new outlets and feature improved accessibility, OMNY technology and a dedicated, more user-friendly visual presentation through new lighting, branded packaging and awnings.
Los agents de las stations que trabajan en los Centers de Servicio al cliente ayudan a los clients à cambiarse a OMNY, lo que incluye ayudar à les clients de MetroCard de tariffa reducida a cambiarse a OMNY y proporcionar aplicaciones a los clients de tariffa reducida por primera time. Additionally, Customer Service Centers will provide customers with information on how to file complaints and receive updates and information on travel delays. Customer Service Center agents also help customers find their way through the transit system.
Agents working in Customer Service Centers receive specific training on OMNY equipment and all dedicated customer service functions provided by the Centers. Customer service centers are staffed by station attendants 24/7, with the exception of St George’s which is open Monday to Friday from 5.30am to 9.00pm.