News: Customer Service/Care
Czech transport operator improving customer service
21 December 2007
Czech transport operator Dopravni podnik hl.m Prahy (DP) wants to make changes in order to improve its customer service levels.
However, it is having problems because the public transport authorities in Prague are only in the early stages of deciding what good customer service actually involves.
Speaking to Czech Business Weekly, DP head of international relations Zdenek Dosek said: "When you speak about [being] 'customer friendly,' what does it mean? It means that we are punctual, cleaner, and when our customers need help, they will get help."
Various methods implemented so far include allowing customers to buy electronic bus, metro or tram tickets using their mobile phones. This will help improve customer service by cutting waiting times at ticket windows and vending machines, authorities have said.
At the moment, there is no set schedule for customer service training classes for all drivers because "public money is scarce".
