Down But Not Out!

Taylor, Mike
April 2002
Logistics & Transport Focus;Apr2002, Vol. 4 Issue 3, p32
Trade Publication
The issue of public transport has been one of those public and political topics that keep recurring in Great Britain, whether it is about bus punctuality, road congestion issues or customer service. This article looks into the state of bus stations and the level of bus driver competence and customer service. The level of customer care across the sample area was poor. Bus drivers' awareness of sales promotion tickets was generally poor. The ability of bus drivers to provide correct, or even enhanced, information is key to a successful customer care strategy. Every time a customer asks a question of a bus driver is a moment of truth, when the customer tests the company's ability to deliver its promise of customer care. If a bus company adopts an aggressive marketing strategy, using branded bus routes, new road equipment and competitive pricing this cannot be compensated for by indifferent customer care service. The long-term impact on company credibility could be significant due to failure to meet customer expectations.


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