Metro News Release

For immediate release: June 2, 2005

Metro to consult large companies about customer service

Companies, like Southwest Airlines, FedEx and Wyndam Hotels may be able to give Metro some pointers on hiring, training and developing more customer service-friendly employees.

The Washington Metropolitan Area Transit Authority is paying the management consulting firm, Ascent Group, Inc., $80,000 to survey a handful of companies and organizations known for top-rated customer service practices, then it will make recommendations to the transit agency.

"We want to know what these top-notch companies do to recruit, hire, train, discipline, retain and compensate front line operational customer service employees, so that those practices could be applied to our station managers and bus and train operators," said Metro General Manager and CEO Richard White. "This contract is part of the series of initiatives we announced in November to improve service reliability and customer service, and we’re eager to implement the recommendations." Ascent Group, which specializes in customer service operations and improvement, will begin its research this month. A final report is expected in November.

The study is part of other outside reviews Mr. White announced late last year. A panel made up of the leaders of six large transit agencies reviewed rail operations earlier this year. A similar review of bus operations will be released this month. Metro Transit Police are in the midst of a year-long project, which is examining how to improve relations with the community.

News release issued on June 2, 2005.