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Regular Feature: Issue 357 6 Mar 2009

Views on improving service

Robert Jack

Last week’s Customer Service Excellence and the Travel Experience conference heard various experts offer advice on what to do, and what not to do, to improve standards of service on buses and trains. Here are just some of their comments.

Award longer rail franchises

It is often said that the company’s that win rail franchises do not own them, they are simply borrowing them. And they are not borrowing them for very long.

Neil Atkins of First Class Partnerships believes that...

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