CUSTOMER SERVICE EXPERIENCE
Really Hearing Our Customers
Peter Campanides, Assistant District 3 Engineer for Traffic
By fully embracing the tenets of providing exceptional customer experiences, MDOT SHA is reinventing its approach to customer service and restoring positive relationships with our customers.
In one example, Assistant District 3 Engineer for Traffic, Prince George's County Peter Campanides made a strong personal connection with West Laurel Civic Association President Barbara Sollner-Webb, who was critical of previous interactions with MDOT SHA. In one case, her report that a new sign was placed in the wrong location was seemingly dismissed – MDOT SHA later acknowledged that she had been right and relocated it.
With skill and sincerity, Peter set out to rebuild MDOT SHA's relationship with Ms. Sollner-Webb by understanding her concerns and interest in traffic operations. Peter took the initiative of calling her; he invested an hour listening to and truly hearing her. He took immediate, decisive action by opening traffic studies, promising results within 60 days and offering to attend her evening community group meeting the following month. Additionally, Peter offered to serve as her primary contact for any future needs. In one sincere conversation, Peter redefined a customer's experience with MDOT SHA and built a bridge of communication and respect.
"We must do a better job of compassionately listening and then empathetically explaining the 'why' in our interactions and communications," says Deputy Administrator and Chief Engineer Tim Smith.
When a customer takes the time and energy to present us with an issue, it needs to be taken seriously – always. More often than not, our customers simply want to be heard. And they deserve to be. Thank you, Peter, for taking the time to truly listen and leading by example.