On a shelf inside the small office at Markham GO Station – built in 1871 and designated a heritage railway station by the Historic Sites and Monuments Board of Canada – there is non-descript, white three-ring binder filled with page after page of heartfelt letters, notes and emails from GO Transit customers. 

Viewed collectively, the remarkable collection of commendations for station ambassador Mohamed C. – currently at 60 and counting – tell a story of a frontline worker who consistently goes above and beyond in his interactions with customers. 

“I love people,” says Mohamed, adding that speaking with customers is often the highlight of his day. “When people ask me questions [and] I can help them out, it makes me feel happy.”

A commitment to customer service

“Since I moved to Canada, I've always worked in customer service,” says Mohamed, who started at Markham GO Station in May 2023. 

He emigrated to Canada from Bangladesh over four decades ago, and owned a coffee shop and then worked at a hotel brand for 14 years before joining Metrolinx. 

Less than two years into the role, the station ambassador has made a real impact. 

“Passengers consistently praise Mohamed for his unwavering commitment to making their commutes pleasant and stress-free,” says Mutasim K., a Station Customer Operations Duty Manager at Metrolinx. “He doesn’t just do his job – he creates an inclusive and welcoming aura by taking the time to greet passengers by name, offer helpful advice, and even wish students luck during exams.”

When Mohamed is on vacation, customers will ask after him. Some riders who have moved further away continue to frequent Markham GO so that they can see Mohamed on their commute.  One elderly couple that he helped even returned to the station the next day with a small gift – a handmade paper fan – as a token of their appreciation. “Honestly, I cried that day,” Mohamed recalls. “This thing is for me [worth] over a million dollars.”

Improving the GO train experience

Mohamed starts each shift by checking that everything at the station is working well, including ticket vending machines and any digital signage. Then, he’s busy making announcements and greeting customers warmly, asking them how their morning is going, and wishing them a wonderful day.   

“My favourite part [of the workday] is when I talk to the people, when I make them happy,” says Mohamed.

GO Transit station ambassadors greet riders, answer questions, assist with ticket purchases, and walk up and downplatforms as trains arrive and depart to improve safety and help with on-time performance. 

But in this role, there’s also no such thing as a typical day. “Every day is different,” says Mohamed. 

When there are train delays or cancellations, for example, he works hard to explain the situation, keep riders updated and assist upset customers. 

“As a station ambassador, first of all, you have to have a lot of patience,” says Mohamed. “Number two, you have to listen to the customer…this is the most important thing.” He always tries to be proactive and will approach customers to see if they need help instead of waiting for them to come to him.  

For Mohamed, his role is all about making customers’ days brighter and interacting with them in a way that will bring them back day after day. “I have to ensure that people are going from my station safely and with happy faces.”