MBTA to open central customer service office

BOSTON – The Massachusetts Bay Transit Authority plans to open a centralized customer service department, aiming to appease riders and streamline the complaint process.
“The myriad customer service functions will be located within one office, rather than spread across multiple offices and buildings across the city,” Carla Howze, the new department’s director, told the MBTA board of directors.
The goal is to eliminate past problems of callers being bounced from one office to another – such as bus, boat, subway and commuter rail – or receiving different answers from different offices.
The department will also feature more staff and more bilingual employees. The T has hired 25 new customer service reps, 11 of whom speak at least one language other than English; Howze said they began training last week.