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service, smiles
by：Yufengling
2020-07-04
One morning, when John Perez was rolling at the South station, there were more pigeons than people, and he was a few minutes earlier at 5: 45. m. shift.
For 26 years, Perez has recorded more than 6,000 business days as an MBTA bus driver, token collector, and red line customer service agent.
He said he was never late.
At the beginning of the day, the customer, trickle, kept: a man with a courier envelope in one hand and a coffee cup in the other, wanted to know which train to go to Park Street.
A woman with a British accent asked with two children how to get to Logan.
Five Japanese tourists stood in front of the vending machine bank and were confused about the instructions.
With the activities in the station, hundreds of problems will arise, and the short moment of silence is immediately interrupted by two or three questions: \"Hi!
I have never been by train before, but I need to go to the airport.
\"How do I get one of the tickets? ’’“Excuse me? Red Line?
\"Hi, I\'m not from here.
Can I buy one? way fare?
\"The Silver Line of Dudley?
\"Perez, 47, is one of MBTA\'s approximately 280 customer service agents, and, like many, he used to be a token seller, and the job was replaced by the CharlieCard vending machine.
Customer service agent now
CSAs, T calls it-
It is the first employee that passengers encounter when they enter most stations, and the last employee they see when they leave, which helps to shape the public\'s impression of MBTA and its employees who are often defamed.
Richard A, MBTA general manager.
David and Jeffrey B.
The state\'s transport minister, Mulan, said they wanted customer service as a priority and they thought people \"liked to hate T.
They acknowledge that some employees have reinforced the stereotype of a downturn in performance, but they also say,
Like the state government, front-line workers are undervalued.
The day with Peres provided a window for T\'s 6,000 employees to learn about their daily work as they tried to moderate the public\'s relationship with the aging system, which managed to move every day
25 million riders across eastern Massachusetts.
Not everyone on the job believes in T\'s \"customer service driven\" motto, but Perez says he likes to answer questions and try to ease people\'s travel.
When a customer is standing in front of a sign with an aircraft icon and Arrow asking how to get to the airport, he will not Snickers.
He slowly gave instructions to point out the station and track the route on an oversized map, walking people to the right stairs.
When they cursed the crumpled banknotes, he skillfully leveled them;
When their credit card cannot be read, he swipes it easily;
When they inserted their Charles ticket upside down into the reader at the gate, he pointed to the arrow and showed them the right way.
\"I like to work with John because he is very efficient,\" said Lily McAfee, a colleague who worked on a shift with Peres.
Before the air conditioning and power steering, he started as a bus driver, standing up and exercising his muscles in a difficult turn.
He drove away from the Cabot garage in South Boston on a quiet commuter route and a route known for problem passengers and surprises.
14 years later, he turned to the peace of token sales.
Peres usually works at a station in Quincy, where he attracts a variety of regulars, such as those who visit every week, paying his charity card for $100.
At South Station, he sometimes looks like a straight man in a comedy show, and when a woman flirts with him, he moves politely.
A man told him after he had the vending machine working: \"You have magic fingers . \".
\"Can you go with us next time?
After he patiently guided them through the purchase process and planned the route, the other one made a growl.
Visitors asked him unusual questions about where to find the nearest PNC Bank, none of which is in the north of New York.
Several times, he helped the left who bounced from a closed gate;
The system is right-
With hand cards, the door opens to the left.
He explained it first.
Why did their August pass not work in the last week of July.
Of course there are problems.
When McAfee arranges a bunch of charts to diamond patterns on the customer --
At the service desk, a passing customer cleared his throat loudly and spit in the trash can near her arm.
She looked at the gate and noticed an old man slipping past behind a paying rider. \"Sorry, sir! Hello!
She called and he pretended not to hear it. “Hello!
She followed him, and her guide shook, grabbed him on the stairs, humiliated him, and brought him back to the vending area.
\"Lily is very enthusiastic about him, boy,\" Perez said with a smile . \".
The man admitted his ignorance and reluctantly took out a stack of bills to pay the fare.
\"The weirdest thing is that people who don\'t want to pay always have a pocket full of money,\" McAfee then said . \".
She and Perez both heard: \"I haven\'t cashed the check yet,\" \"I was just in the hospital and they said you should have let me ride for free,\'\' and so on.
Peres had a busy but unmemorable day halfway through, and at 11: 30, a drunken man in a vest and shorts stumbled in, clumsily waving a cane and holding it in his hand
Carrying a heavy backpack, he walked through the gate and then moved unsteadily around the paid part of the hall.
\"We will send someone to escort you to the train so you don\'t hurt yourself, but you need to know where you want to go,\" McAfee said . \".
The man couldn\'t say it.
She and Perez motioned for Chief Inspector Tom Leiden, who escorted the man along the ramp to the main terminal of the South station.
He came back twenty minutes later. “Back again? ’’ Perez asked.
Perez encouraged him to leave, but did not follow the policy.
While McAfee is helping a tourist on country music TV T-
Shirt, a man in hiking costume approached Peres, picked up a book about Chile under the leadership of Pinochet, and sought help to withdraw a $4 Charles ticket, this ticket
After Peres got it back, he turned to the drunk man who walked into the pay area and was heading towards the red line.
\"Where do you want to go?
\"Tell me where you want to go,\" Perez pleaded . \".
The man just groaned. “Quincy Center? Braintree? Ashmont? Fields Corner?
Perez said naming the radio station.
\"You need to tell me where you want to go if I\'m going to help you.
\"The man twitched when he coughed, and then squeezed into a pile of crumpled tiles.
\"My head is really [messed]
\"Get up now,\" he said . \".
Leiden held out his hands to try to help the man cheer up, but he was falling apart all the way through.
\"Shall we go upstairs, shall we?
Leighton said as he coaxed the man to the elevator.
Teenagers with layered T-
The shirt approached and his voice was almost above the whisper.
\"I\'m sorry, sir.
I\'m not near here.
I am trying to go to rugles on the Orange Line and I am wondering if you can waive my fee.
I was locked up.
This is my first day out.
\"I\'m trying to go to DYS,\" he said, using the initials acronym for teenagers
Justice Department.
Peres turned his eyes, sighed, reached into his pocket and handed him enough change to go home.
\"Thank you, sir . \" He said.
The phone at the back of the desk rang, apparently about a report that McAfee had been sitting on the job.
When Perez tried to get her to take a deep breath, she said, \"Now they have reason to complain . \"
\"They screwed up.
I was one of the best CSAs they got.
Now I\'m like everyone else.
I have to go to work without work.
She left angrily.
But after a while, she came back and helped a father navigate to the children\'s museum with two little girls.
\"Look, I can\'t do it even if I don\'t want to help,\" she said . \".
1: 50, almost at the end of the shift.
The drunk stumbled back to the station.
\"You were told three times that you could not ride a bike;
\"You\'re drunk,\" Perez told him . \".
There is Leiden and another inspector, and the transit police are waiting.
\"You don\'t want to be arrested,\" the inspector said . \".
\"Wake up and come back.
\"A man in a suit approached and asked Perez how much it would cost to go to Kendall.
A conductor of the American Railroad Company drinks iced coffee and his shirt has been untied when he gets off work, asking for a free wave.
The police arrived to gather the drunken man.
The Palestinian Authority issued a statement: \"Passenger Note: The Next Red Line train to breintree has now arrived.
\"This is our journey,\" Perez said . \" He went home down the stairs.
When the train arrived, he dropped everyone off before he got on the bus.
The car was almost empty, but Perez was still standing.
After work, but still in uniform, he didn\'t want to look like he was sitting at work.
Eric Moskowitz emoskowitz @ can be reached. com.
For 26 years, Perez has recorded more than 6,000 business days as an MBTA bus driver, token collector, and red line customer service agent.
He said he was never late.
At the beginning of the day, the customer, trickle, kept: a man with a courier envelope in one hand and a coffee cup in the other, wanted to know which train to go to Park Street.
A woman with a British accent asked with two children how to get to Logan.
Five Japanese tourists stood in front of the vending machine bank and were confused about the instructions.
With the activities in the station, hundreds of problems will arise, and the short moment of silence is immediately interrupted by two or three questions: \"Hi!
I have never been by train before, but I need to go to the airport.
\"How do I get one of the tickets? ’’“Excuse me? Red Line?
\"Hi, I\'m not from here.
Can I buy one? way fare?
\"The Silver Line of Dudley?
\"Perez, 47, is one of MBTA\'s approximately 280 customer service agents, and, like many, he used to be a token seller, and the job was replaced by the CharlieCard vending machine.
Customer service agent now
CSAs, T calls it-
It is the first employee that passengers encounter when they enter most stations, and the last employee they see when they leave, which helps to shape the public\'s impression of MBTA and its employees who are often defamed.
Richard A, MBTA general manager.
David and Jeffrey B.
The state\'s transport minister, Mulan, said they wanted customer service as a priority and they thought people \"liked to hate T.
They acknowledge that some employees have reinforced the stereotype of a downturn in performance, but they also say,
Like the state government, front-line workers are undervalued.
The day with Peres provided a window for T\'s 6,000 employees to learn about their daily work as they tried to moderate the public\'s relationship with the aging system, which managed to move every day
25 million riders across eastern Massachusetts.
Not everyone on the job believes in T\'s \"customer service driven\" motto, but Perez says he likes to answer questions and try to ease people\'s travel.
When a customer is standing in front of a sign with an aircraft icon and Arrow asking how to get to the airport, he will not Snickers.
He slowly gave instructions to point out the station and track the route on an oversized map, walking people to the right stairs.
When they cursed the crumpled banknotes, he skillfully leveled them;
When their credit card cannot be read, he swipes it easily;
When they inserted their Charles ticket upside down into the reader at the gate, he pointed to the arrow and showed them the right way.
\"I like to work with John because he is very efficient,\" said Lily McAfee, a colleague who worked on a shift with Peres.
Before the air conditioning and power steering, he started as a bus driver, standing up and exercising his muscles in a difficult turn.
He drove away from the Cabot garage in South Boston on a quiet commuter route and a route known for problem passengers and surprises.
14 years later, he turned to the peace of token sales.
Peres usually works at a station in Quincy, where he attracts a variety of regulars, such as those who visit every week, paying his charity card for $100.
At South Station, he sometimes looks like a straight man in a comedy show, and when a woman flirts with him, he moves politely.
A man told him after he had the vending machine working: \"You have magic fingers . \".
\"Can you go with us next time?
After he patiently guided them through the purchase process and planned the route, the other one made a growl.
Visitors asked him unusual questions about where to find the nearest PNC Bank, none of which is in the north of New York.
Several times, he helped the left who bounced from a closed gate;
The system is right-
With hand cards, the door opens to the left.
He explained it first.
Why did their August pass not work in the last week of July.
Of course there are problems.
When McAfee arranges a bunch of charts to diamond patterns on the customer --
At the service desk, a passing customer cleared his throat loudly and spit in the trash can near her arm.
She looked at the gate and noticed an old man slipping past behind a paying rider. \"Sorry, sir! Hello!
She called and he pretended not to hear it. “Hello!
She followed him, and her guide shook, grabbed him on the stairs, humiliated him, and brought him back to the vending area.
\"Lily is very enthusiastic about him, boy,\" Perez said with a smile . \".
The man admitted his ignorance and reluctantly took out a stack of bills to pay the fare.
\"The weirdest thing is that people who don\'t want to pay always have a pocket full of money,\" McAfee then said . \".
She and Perez both heard: \"I haven\'t cashed the check yet,\" \"I was just in the hospital and they said you should have let me ride for free,\'\' and so on.
Peres had a busy but unmemorable day halfway through, and at 11: 30, a drunken man in a vest and shorts stumbled in, clumsily waving a cane and holding it in his hand
Carrying a heavy backpack, he walked through the gate and then moved unsteadily around the paid part of the hall.
\"We will send someone to escort you to the train so you don\'t hurt yourself, but you need to know where you want to go,\" McAfee said . \".
The man couldn\'t say it.
She and Perez motioned for Chief Inspector Tom Leiden, who escorted the man along the ramp to the main terminal of the South station.
He came back twenty minutes later. “Back again? ’’ Perez asked.
Perez encouraged him to leave, but did not follow the policy.
While McAfee is helping a tourist on country music TV T-
Shirt, a man in hiking costume approached Peres, picked up a book about Chile under the leadership of Pinochet, and sought help to withdraw a $4 Charles ticket, this ticket
After Peres got it back, he turned to the drunk man who walked into the pay area and was heading towards the red line.
\"Where do you want to go?
\"Tell me where you want to go,\" Perez pleaded . \".
The man just groaned. “Quincy Center? Braintree? Ashmont? Fields Corner?
Perez said naming the radio station.
\"You need to tell me where you want to go if I\'m going to help you.
\"The man twitched when he coughed, and then squeezed into a pile of crumpled tiles.
\"My head is really [messed]
\"Get up now,\" he said . \".
Leiden held out his hands to try to help the man cheer up, but he was falling apart all the way through.
\"Shall we go upstairs, shall we?
Leighton said as he coaxed the man to the elevator.
Teenagers with layered T-
The shirt approached and his voice was almost above the whisper.
\"I\'m sorry, sir.
I\'m not near here.
I am trying to go to rugles on the Orange Line and I am wondering if you can waive my fee.
I was locked up.
This is my first day out.
\"I\'m trying to go to DYS,\" he said, using the initials acronym for teenagers
Justice Department.
Peres turned his eyes, sighed, reached into his pocket and handed him enough change to go home.
\"Thank you, sir . \" He said.
The phone at the back of the desk rang, apparently about a report that McAfee had been sitting on the job.
When Perez tried to get her to take a deep breath, she said, \"Now they have reason to complain . \"
\"They screwed up.
I was one of the best CSAs they got.
Now I\'m like everyone else.
I have to go to work without work.
She left angrily.
But after a while, she came back and helped a father navigate to the children\'s museum with two little girls.
\"Look, I can\'t do it even if I don\'t want to help,\" she said . \".
1: 50, almost at the end of the shift.
The drunk stumbled back to the station.
\"You were told three times that you could not ride a bike;
\"You\'re drunk,\" Perez told him . \".
There is Leiden and another inspector, and the transit police are waiting.
\"You don\'t want to be arrested,\" the inspector said . \".
\"Wake up and come back.
\"A man in a suit approached and asked Perez how much it would cost to go to Kendall.
A conductor of the American Railroad Company drinks iced coffee and his shirt has been untied when he gets off work, asking for a free wave.
The police arrived to gather the drunken man.
The Palestinian Authority issued a statement: \"Passenger Note: The Next Red Line train to breintree has now arrived.
\"This is our journey,\" Perez said . \" He went home down the stairs.
When the train arrived, he dropped everyone off before he got on the bus.
The car was almost empty, but Perez was still standing.
After work, but still in uniform, he didn\'t want to look like he was sitting at work.
Eric Moskowitz emoskowitz @ can be reached. com.
