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Excellence in Customer Service in Transit Operations in Small to Medium-Sized Cities in Western Europe
Excellence in Customer Service in Transit Operations in Small to Medium-Sized Cities in Western Europe
Report Number: RRD-064
This digest is an overview of the mission that investigated excellence in customer service in small to medium-sized cities in Western Europe.  The team met with senior management staff in Geneva, Switzerland; Leipzig, Germany; Prague, Czech Republic; and Helsinki, Finland to learn how these transit agencies hae been successful in 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 digest reflects the views of the team members, who are responsible for the facts and accuracy of the data presented.

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