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Improving customer service and satisfaction at London Underground

1995; Emerald Publishing Limited; Volume: 5; Issue: 1 Linguagem: Inglês

10.1108/09604529510796313

1758-8030

Mary J. Miller,

Underground infrastructure and sustainability

Outlines the ways in which London underground aims to improve customer service and ensure customer satisfaction. The key factor has been the setting up of a customer service centre. Describes how claims made under the Customer Charter are processed, and how the penalty fare scheme operates.