Metro News Release

For immediate release: November 15, 2004

Metrorail station managers brush up on customer service skills

Customers asked for input on station manageracknowledgment program

Since October 4, more than 300 Metrorail station managers have completed a training class to brush up on customer service skills and techniques. By the end of November, all 421 Metrorail station managers will have completed this refresher customer service course. In addition, with the training program in full swing, Metro will begin a recognition program for station managers who practice the customer service skills emphasized in the class and ask customers to nominate top-notch station managers who they come across during their travels on Metrorail. "Station managers work on Metro’s front line and interact with our customers day in and day out. The majority of station managers do an excellent job as they juggle the many demands of their jobs," said Metro Deputy General Manager James Gallagher. Station managers are in a highly visible and accessible location, and are often the first employee Metrorail customers come in contact with. They have multiple responsibilities, including helping with fares and directions, making sure that farecard vendors and faregates are in working order, keeping the station clean and safe, providing directions to nearby sites of interest, and answering customer questions. "More and more often, station managers meet customers who are frustrated with crowded conditions, delays and equipment failures," Gallagher added. "The refresher course helps to reinforce customer service skills, which can prove useful in today’s environment where customer frustrations are growing." The day-long, mandatory class, High Five Customer Service Training for Station Managers, emphasizes five basic principles: Meet and Greet; How May I Help; Stop, Listen, Think; Check Your Response; and Own Your Station. The class covers topics such as maintaining a positive attitude, interpreting body language, listening, managing conflict and anger, and showing empathy. "The course is intended to reinforce good habits and communication skills," said Cindy Gannaway of MetroÒs operations training office. "It also gives station managers a chance to share their own techniques and learn from each other." To pay tribute to station managers, Metro is inviting customers to nominate their favorite station manager for an award. "We know that customers appreciate good customer service as we hear through telephone calls, e-mail and letters to our customer service center," Gallagher said. "We value our station managers and want them to know that we and our customers truly appreciate the work they do." "Give That Station Manager A High Five!" forms will be available at station kiosks and on Metro’s Web site at www.metroopensdoors.com. The forms are short and simply ask why you think a particular station manager deserves "a high five."

News release issued on November 15, 2004.