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Rail News: Rail Industry Trends

WMATA hires research firm to recommend better customer service practices

Washington Metropolitan Area Transit Authority (WMATA) recently contracted research firm Ascent Group to survey companies’ customer service practices and recommend ways the agency can improve its own processes for station managers, and train and bus operators.

Ascent will survey companies known for top-rated customer service — such as Southwest Airlines, FedEx and Wyndham Hotels — to learn how they recruit, hire, train, discipline, retain and compensate customer service employees.

WMATA expects to receive a final report in November.

Contact Progressive Railroading editorial staff.

More News from 6/6/2005