Construction, Detours… Mis-information, OH MY! We Need Support!! | DTA Series
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- čas přidán 19. 08. 2024
- 2nd Video of this series. This video was made on Sept 10th This call made on Aug 30th. The information in this video was accurate and verified on that day.
6th Avenue East and 4th Street has not been a bus stop since July 31, per the sign, and doesn’t look to be open soon… yet the DTA customer service reps are continuing to direct us to that stop… what prevents them from having accurate information?
The season of road construction here in Duluth, MN has certainly added challenges to rolling out the new Better Bus Blueprint Duluth Transit redesign. Not only changes to most if not all routes, new numbers, lines that are limited stops that used to stop at every block. Often no signage at new bus stops or old bus stops telling you what the new route is and where to catch it…. Along with the information attendants not having accurate information to provide riders with instructions as to where the bus goes so we know where to stand. And where bus stops, and signs are so that the bus will stop to pick us up…. This has been a VERY stressful situation as a rider. I imagine for the drivers and attendants too. Duluth, we can do better. Riders are at the mercy of the system and information is hard to find. Looking for help, for answers, for solutions so things can be better and successful all the way around. HELP!
That sounds ridiculously complicated and difficult.
And as someone who works in contact centres, yes, their workers need the correct information. It must be maddening for them, too.
I my goodness... I would think it would crazy making... They don't typically express empathy or anything that lets you know that they know it is nuts.... not sure if that is a training thing or what. I appreciate those few that do give some sense of their experience when they are feeling lost too. Shared experience, shared empathy maybe.
Everyday is UGH! I'm not alone... but that doesn't help much!
Thanks for watching!
One thing I've discovered working in contact centres is that empathy is not as common as one might anticipate. Places I've worked have held training on the subject just trying to get people to at least say the words. You know "Oh, I'm sorry to hear that", "that must make things very difficult", that sort of thing. Mind you, in that centre, they're probably interested in volume over rapport (the kind of place where I don't thrive), so they might have guidelines around this, I guess.
All of that said, it gets very hard to have to repeat the same non-information and remain empathetic, so it could just be that, too.
@@sapphoculloden5215 I hear you. And you are probably right. It is just so hard.... and hopefully, that can change. So many aspects are so broken.. I hope some shift can be made. It's been a long-time problem... the current system change... feels like overload when there is no source for answers.
Ya.. volume over rapport... not my jam either!