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Regular Feature: Issue 357 6 Mar 2009

Are we serious about great customer service?

With budgets being slashed across the passenger transport industry and customer service roles being made redundant there are fears that standards of customer service will decline, with serious implications for the future prospects of the business. This was debated at a special Transit-sponsored conference last week. Robert Jack reports

Robert Jack

Over recent years there has been a growing recognition of the importance of delivering excellent customer service in the passenger transport sector. Formerly state-run utilities, the bus and rail industries are seeking to complete the transition to customer-orientated retailers. There are a band of people in the industry who are absolutely passionate about the need to do this and they have been winning the argument. However, with the economy heading into recession and businesses under pressure...

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