Addressing Difficult Customer Situations (2017) / Chapter Skim
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5 chapter one IntroductIon Project Background Public transportation agencies do their best to provide safe, reliable, and attractive service for their communities. One of the primary goals of transit agencies is to increase ridership, which requires retaining existing customers and attracting new ones.
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6 PurPose of rePort and Intended audIence Although some of these circumstances might be regarded as only annoying, others are clearly antisocial and can create legitimate anxiety among other passengers who may fear for their safety. Fortunately, almost all transit customers using the service to travel can usually expect a noneventful ride.
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7 of difficult customer situations that transit agencies deal with and which ones are becoming more common. Chapter four looks more closely at specific techniques, practices, and policies that prevent, respond to, and counter these types of situations.
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