A LETTER FROM JIM FOLEY

Dear CCT Connect Customer:

By now, many of you have read about our new General Manager whose mission is to improve customer service. The CCT Communications Upgrade, our lead story, will go a long way in helping to accomplish this. The new system not only helps us better serve you, it gives you several options to reserve, check on and cancel rides. Don’t forget to take a moment to fill out and submit our customer survey. Your input will help us to tweak the system.

Reservations are an integral part of our customer service, and I think the article on June Smith, our Senior Reservation Supervisor, will bring a smile to your face. June is a ray of sunshine, as I am sure you will agree, when you read “Meet June Smith”.

In this issue, we have a guest column from the Chairs of the Shared Ride Program Advisory Committee (SRPAC) and the SEPTA Advisory Committee for Accessible Services (SAC). They focus on late cancellations from customers and how they are timeconsuming and a drain on service productivity. Part of providing good customer service is addressing your concerns in a timely manner, and helping you to understand the nature of a shared ride service. From time-to-time, we will share some of the more frequent concerns we receive, like what happens to items left on the vehicle.

Finally, we end this issue with an announcement about the upcoming Annual SAC Awards Ceremony. Throughout the year, you tell us what operators have provided outstanding service. The award ceremony gives us an opportunity to personally thank them.

Customer service has always been our focus. With the GM’s commitment and the Communications Upgrade, we hope to provide a higher level of service to you.

Sincerely,
James J. Foley
Chief Operating Officer/CCT Connect