Opinion: Customer service fail

Chilliwack transit officials say they did nothing wrong. But did they do everything right?

Chilliwack transit officials say their driver did nothing wrong when he denied access to a woman, her two children and their stroller, and left them to walk home in the rain.

But could he have done something better?

Social media lit up Friday evening after the young mom posted her ordeal, which started with a lunch with the kids at a downtown restaurant and ended with a tearful five-kilometre hike home in the rain.

She got downtown on the bus just fine. But when she attempted to board for the return trip home, she was told her stroller would not fit.

This is where the two stories differ.

Transit officials say the woman was told to fold up her stroller because there were already two strollers taking up space on the bus. Her other option was a 20-minute wait for the next bus.

But the mom says she was never given those choices.

Instead, she says she was curtly told to get off the bus, and that the driver was “already five minutes late.”

Two stories, one unpleasant outcome.

It didn’t have to be this way.

What the driver said is not relevant. It’s what the young woman understood. She clearly felt her only alternative was a long walk home – something she wasn’t overly eager to do given the age of her children and the distance she needed to travel.

She was angry, embarrassed and confused.

And our public transit system let her down.

It could have done much more. The driver could have taken the time to not only explain her choices and the rationale behind them, but make sure she fully understood.

That information is posted on BC Transit’s website. And all transit users have an obligation to familiarize themselves with the service they are using.

But that doesn’t absolve drivers from ensuring their customers do understand the rules and regulations that they are obligated to enforce.

That is the essence of customer service: delivering a product or service that meets or exceeds the customer’s expectations.

BC Transit says it did everything right.

What it should be asking is, “What could we have been done better?”

Just Posted

Rescue boat theft marks third in 3 years for Agassiz-based SAR team

Eight-metre Spirit of Harrison rescue vessel was stolen Friday night, found Saturday morning

CRA scam the email edition targeted the Mounties in Chilliwack

Fraudsters claim to be from the Canada Revenue Agency but the CRA never operates this way

COLUMN: Student voices give me hope for the future

Student Caleb Pennington wanted to know why something was taken off the agenda. So he asked.

Chilliwack newcomers celebrate multicultural community

Local Immigration Partnership helping new Canadians and refugees settle into new life

VIDEO: Rubik’s Rumble a hit at Chilliwack middle school

Students fill gymnasium for first annual tournament focusing on popular puzzle toy

VIDEO: Gun enthusiasts fill Chilliwack venue for antique show

Collectors, proud owners and vendors took part in the event that approaches half a century in age

Federal government seeks public feedback on pedestrian safety

What safety measures do you think need to improved for pedestrians and cyclists?

4 facts to ring in St. Patrick’s Day

What do you really know about the Irish celebration?

Experts urging caution as rabbits die by the hundreds in B.C. city

Province of B.C. confirms more positive tests for rabbit haemorrhagic disease

Canucks snap scoreless streak but fall short in 5-3 loss to Sharks

Swiss forward Timo Meier nets two, including the game-winner, to lead San Jose

Search continues for 10-year-old Montreal boy missing since Monday

Montreal police said they are exploring every possibility in search for Ariel Jeffrey Kouakou

Airline passenger-rights bill claws back protections for travellers: Advocate

Bill C-49 would double tarmac delays, scrap compensation for flights affected by mechanical failures

Canadian research vessel to explore 19th Century shipwrecks

Commissioned this week in Victoria, the RV David Thompson is Parks Canada’s newest vessel

UPDATED: ‘New wave’ of anti-pipeline protests return to Trans Mountain facility

About 100 demonstrators with Protect the Inlet marched to the Burnaby terminal Saturday

Most Read