What technique does the CTA train its employees to effectively handle customer complaints?

The training employees in conflict resolution techniques is crucial for ensuring that they can effectively manage and de-escalate customer complaints. Conflict resolution empowers employees with the skills to listen actively to customer concerns, empathize with their situations, and find satisfactory solutions that address the root of the issue. This approach fosters a positive interaction between the employee and the customer, enhancing customer satisfaction and loyalty. By teaching employees how to handle conflicts with patience and professionalism, the CTA ensures that employees feel confident in addressing complaints, ultimately leading to a more positive experience for riders. The emphasis is on understanding the customer's perspective and negotiating a resolution that meets their needs.