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Southeastern Pennsylvania Transportation Authority Serving Bucks, Chester, Delaware, Montgomery, and Philadelphia Counties

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Customer Service Is Who SEPTA Is

Kristin Geiger
Press Officer

Palm trees were everywhere and people wearing floral leis and sporty red jackets stood with their arms outstretched. "Welcome to the Flower Show," they said while motioning toward the colorful balloon arch above the doorway leading into the Convention Center.

These greeters, enlisted to help droves of people find their way to Philadelphia's Annual Flower Show, are members of a special customer service initiative known as SEPTA Ambassadors.

Ambassadors are called into service whenever the need arises and proudly wear their white shirts embroidered with the Ambassador logo and bright red fleece jackets (new this year). Any SEPTA employee can sign-up to be an Ambassador. However, new Ambassadors must be trained. The training covers any question a person could ask such as the cost to ride SEPTA, which SEPTA route to take, where to purchase Flower Show tickets and Philly visitor guide information. Two-hundred and eight Ambassadors are needed for the Philadelphia Flower Show. Patricia Morris, co-administrator of the Ambassador program says the volunteer slots fill up quickly and it's the program's biggest event.

"Many visitors only come into Center City for the Flower Show and it's our way of positively promoting SEPTA and Philly" said Morris. "Many employees take on multiple assignments and receive commendations for how helpful they are."

"We are the first person people see as they're walking toward the Convention Center and once someone becomes an Ambassador, they are an Ambassador for Life," Chrystalle Cooper, co-administrator of the Ambassador Program added.

And just in case someone misses the opportunity to serve as an Ambassador while they're employed at SEPTA, there's a prestigious volunteer program for retirees. It's called the Concierge program. As a SEPTA concierge, retirees have an opportunity to utilize their extensive SEPTA and City of Philadelphia knowledge after retirement. Their invaluable skills are put to work at the Flower Show, themed holiday, customer service and city-wide/regional events and special projects.

"I figured I'd give something back to them since they've given so much to me," Christopher Capitano, a retired SEPTA employee said.

Nilda Rivera-Frazier oversees the Conceriege program. Each month, she provides an overview of the program during a pre-retirement briefing for SEPTA employees who are about to retire. The briefing is held monthly and sign-ups are accepted that day and any day into their retirement. Nilda says that there are currently 30 retirees who are part of the Concierge program and many are husband and wife teams.

Both employee volunteer programs enhance SEPTA's relationship with riders, advance customer focused initiatives and reinforce the Authority's commitment to providing service that is courteous, clean and convenient. Those who volunteer for the programs prove that exceeding customer expectations is more than an initiative, it's who SEPTA is.


A SEPTA Ambassador helps Philadelphia Flower Show guests at Market East Station.



SEPTA Concierge Christopher Capitano oversees a booth at the Philadelphia Flower Show.



A SEPTA Ambassador provides direction to a SEPTA customer at Market East Station.



Poised and ready, a SEPTA Ambassador greets Philadelphia Flower Show guests.