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Interview: Issue 327 10 Jul 2008

10 top tips for delivering excellent customer service

Brighton & Hove is a leader in the field of customer service and the company’s managing director, Roger French, will give the keynote speech at this month’s Customer Service Excellence in Public Transport conference. Last year’s event saw French offer his 10 top tips for achieving excellent customer service. Robert Jack reports

By Robert Jack

The passenger transport industry is well aware of the high quality customer service provided by bus company Brighton & Hove under the leadership of its long serving managing director, Roger French. It’s no accident. For years the Go Ahead subsidiary has been held up as a model of what can be achieved, but few have matched its high standards. Speaking at the Transit-sponsored Customer Service Excellence in Public Transport conference in London last year, French explained how he and his...

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