Excellence in Customer Service in Transit Operations in Small to Medium-Sized Cities in Western Europe
TRB’s Transit Cooperative Research Program Research Results Digest 64: Excellence in Customer Service in Transit Operations in Small to Medium-Sized Cities in Western Europe examines how transit agencies in four cities -- Geneva, Switzerland; Leipzig, Germany; Prague, Czech Republic; and Helsinki, Finland -- have been promoting a customer service culture by instituting service quality standards and performance measures, using effective communication strategies, stressing staff training, emphasizing passenger amenities, and employing fare media conveniences.
This Summary Last Modified On: 4/22/2011