TRB’s Transit Cooperative Research Program Research Results Digest 64: Excellence in Customer Service in Transit Operations in Small to Medium-Sized Cities in Western Europe examines how transit agencies in four cities -- Geneva, Switzerland; Leipzig, Germany; Prague, Czech Republic; and Helsinki, Finland -- have been 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.
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