Topic: Developing Satisfactory Customer Service Experiences
Description:
This presentation will evaluate overall service quality by examining operational performance, service environment and comfort, communication and customer service, safety and accessibility, available amenities, and the effectiveness of public and stakeholder engagement. It will assess reliability, on-time performance, service frequency, cleanliness, seating availability, and overall passenger comfort. The evaluation will also review communication practices, staff responsiveness, safety measures, accessibility accommodations, and ease of navigation for all customers. Additionally, the presentation will analyze available amenities such as signage, shelters, digital tools, and other features that enhance the customer experience. Finally, it will explore ways to improve customer service effectiveness by identifying strengths, gaps, and opportunities for improvement.
Oaris Ortiz, Ops. Supervisor, WeDriveU, LITLA Graduate 2025
LIT_2026_MiddleManagement_Capstone_White_Paper_Final Version_08.19.2026-1.pdf
[https://drive.google.com/file/d/1Lc68ptUSn-o-024gI4OzZx374Upr7JQv/view?usp=drive_link](https://drive.google.com/file/d/1Lc68ptUSn-o-024gI4OzZx374Upr7JQv/view?usp=drive_link)