Katelyn Drysdale points and calls to the step before customers step off. (Nitish Bissonauth Photo)
“I’ve been reading about this for a few years and I’ve seen it myself in Japan when I was on vacation two years ago,” explains Alstom’s Quadri.
“I had observed this practice in Tokyo, Kyoto, Osaka and I thought if other world class transit agencies are adopting this, why not us?”
Metrolinx was quick to support this innovative idea, especially as the transit agency gets ready to launch the
largest expansion of GO service in it’s history.
“This is an important addition to the CSA workflow especially on corridors where we have massive construction projects underway,” says Rob Andrews, director of Rail Operations at Metrolinx.
Andrews also mentioned the practice won’t negatively impact GO Transit’s on time performance, something he and his team are committed to delivering, knowing the importance for customers.
Nearly all customer service ambassadors have now been trained and are currently practicing point and call.