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Released: 10/4/2017 

DRPA to Celebrate National Customer Service Week


2017 Marks the Authority’s First Year of Participation in National
Recognition of Customer Service Professionals

CAMDEN, NJ (October 4, 2017) The Delaware River Port Authority (DRPA) announced today that the agency will participate in National Customer Service Week, a national celebration and recognition honoring customer service professionals and the important role that they play in the American economy. Established in 1984 by the International Customer Service Association (ICSA), and officially declared a national event by Congress in 1992, the celebration is now observed by leading organizations such as NJ Transit, the VA Department of Transportation, Dallas Area Rapid Transit, Metro Transit (Minneapolis/St. Paul, MN), Comcast, the National Park Service, and Lockheed Martin, as a way to recognize, thank, and empower their customer service staff.

“In many ways, National Customer Service Week embodies the essence of our shared values of Stewardship, Service and Community,” said DRPA CEO John T. Hanson. “These values are designed to ensure that every employee of the DRPA and PATCO understands that – collectively and individually – we are all charged with providing superior customer service as we serve as responsible stewards of the public assets with which we are entrusted. That message strongly resonates through the exemplary Customer Service teams at the DRPA and PATCO, as well as our entire organization.” 

“Each year, staff throughout the Authority engage with customers via telephone, email, and in person.  On average, DRPA’s Customer Service Department answers more than 6,000 telephone calls and emails from DRPA and PATCO customers,” said DRPA’s Chief Administrative Officer Toni P. Brown. “Issues addressed on a daily basis range from customers requesting assistance and asking questions about our senior discount and commuter discount programs - to bridge tolls, E-ZPass, PATCO, and more. We are extremely proud of the exceptional service they provide and are pleased to be able to express our appreciation for their hard work.”  

As part of the commemoration, the Ben Franklin Bridge will be lit yellow on October 3rd, 4th, and 6th to honor, not only the DRPA/PATCO employees who have committed themselves to providing superior customer service, but also the countless employees throughout the region who have also taken up the challenge of exceeding the expectations of their customers every day.

“On behalf of the Board of Commissioners, I’m pleased to support this important commemoration,” said DRPA Board Chairman Ryan N. Boyer. “Whether directly or indirectly, every member of the DRPA/PATCO team – from our frontline customer service professionals – through our senior management and including the Board of Commissioners, has committed themselves to ensuring that, every day, the Authority strives to go above and beyond in serving the public. This commemoration is a fitting reminder of that commitment.”

“Throughout my years on the DRPA Board, I’ve had the opportunity to witness firsthand the tremendous ways in which DRPA and PATCO employees have served bridge customers, PATCO riders and countless other members of the community on a daily basis,” said DRPA Vice Chair Jeffrey T. Nash. “From assisting broken-down motorists to helping customers retrieve lost belongings, our employees have redefined the concept of superior customer service. I am proud to join in applauding their efforts and those of the many others throughout the region who share their commitment.”


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