Customer service is an important aspect of any industry, and the bus industry is no different. Bus operators and transport authorities must deliver exceptional services to increase customer satisfaction and grow patronage.
However, there are a variety of factors that are making customer services increasingly complex for the industry. Customers have high expectations; they have become accustomed to personalised and quick responses, and the way they provide feedback has evolved to include social media, email, and websites. This alongside changes in travel routines, driver shortages, and the National Bus Strategy requirement to share data and build into improvement plans has resulted in customer service teams in bus operations facing new challenges.
Our ebook discusses the challenges customer service teams in bus operations face and explores ways bus operators can adapt and enhance their customer service function to thrive in the current climate where the customer experience is key to a successful business.
