For the upcoming July 4th weekend, I thought I would update you on the widely publicized drama when the Smoking Gun website revealed information from the US Freedom of Information Act concerning the 550 customer complaints about toll road collectors on the New Jersey Turnpike and Garden State Parkway.
Of the 550 complaints, 341 were based on rudeness. Other complaints were more egregious. One collector told a woman to pull over for the toll collector to do a strip search. Another toll collector told a motorist to get on the road and die. Other contentious issues centered around using pennies to pay tolls and collectors throwing the pennies back at the drivers.
According to Commissioner of Transportation James Simpson, complaint rates have declined 28% since customer service programs have been instituted. PowerPoint presentations began in May, and both full-time employees and seasonal employees have been required to take the courses. Plaza managers are also required to attend training sessions. Simpson states that complaints dropped from 100 at this point last year to 72. Most complaints were profanity and inappropriate comments. Punishments range from verbal written warnings to suspensions.
According to Simpson, the customer service training is working. Now toll collectors are getting compliments for helping drivers when their vehicles have broken down or someone needs medical aid while on the roads. Toll collectors are doing charity work as ways to connect with the public and improve their public images.
And as far as paying with pennies? Drivers are permitted to pay with pennies, but now must wait until the collector counts them out. I still think it’s more convenient to pay with passes than with cash, but it’s bound to be more pleasant with less sass.
photo credit: 300td.org
