International transit studies program : report on the Spring 2003 mission : excellence in customer service in transit operations in small to medium-sized cities in western Europe.

This digest summarizes the mission performed March 27 to April 11, 2003, under Transit Cooperative Research Program (TCRP) Project J-3, International Transit Studies Program. The digest includes transportation information on cities and facilities visited, lessons learned, and discussions of policies that could be applied in the United States. The mission investigated excellence in customer service in small to medium-sized cities in Western Europe. The study team met with senior management staff in Geneva, Switzerland; Leipzig, Germany; Prague, Czech Republic; and Helsinki, Finland to learn how these transit agencies have been successful in 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. (Author/publisher)