Traditionally, most transit agencies have been rule-driven, which makes change an even greater challenge. Imbuing an agency with a solid customer service ethic takes time, commitment and tenaciousness. Front line employees need to make the connection between their daily tasks and how it benefits customers. A clean bus makes a major difference to how riders perceive our service and the cleaner needs to understand that. A bus operator can make a big difference with a simple hello, acknowledging a rider's presence.
Training is an important element in the continuous improvement loop of customer service.
Customer surveys are key to being in touch with what riders are thinking and keeping a finger on their pulse. Employee recognition ties it all together and reminds them we are, in fact, paying attention. Improving customer service is a major undertaking that involves all areas of the organization. Some of us are further ahead than others. The Greater Cleveland Regional Transit Authority recently implemented a program that provides the trip free if the customer is not satisfied.