by KYW's Mike Dunn
The new chief of SEPTA wants to create a kinder, gentler transit agency, and on Thursday announced the creation of a new high-level position devoted solely to customer service.
With ridership up and funding stable, new SEPTA general manager Joe Casey is focusing on customer service, and now he has created an assistant GM position responsible for just that.
Kim Scott Heinle (above), a 24-year veteran with SEPTA, will oversee an expansion of the agency's customer service efforts:
"Now, is the customer going to love us every day? No. But at the end of the day, end of the month, end of the year, when they sit back and reflect on their relationship with SEPTA, we want that to be a positive thought."
Heinle plans more extensive training of workers on being courteous, and will be sending customer service workers to stations to hear riders' views firsthand.
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