In autumn 2013, the customer service management of Skånetrafiken decided to start to measure the quality of customer service.

Generally, we had the feeling that we provide a good service but wanted to have it documented. After the first measurement, we got our feeling confirmed but there were areas for development and improvement. We have continuously worked with the improvement areas but at the same time worked to maintain the results in the areas we were really good at from the beginning. In order to develop and coach our sellers, we have worked with them on individual level. They have undergone ongoing self-education where customer service and customer experience have been in the focus. Individual sales coaching and monitoring has been highly appreciated, giving the sellers direct feedback on their customer service. Today, we feel confident that we deliver a good service and we would like to exceed customer expectations.

Eva Mathiasson, Skånetrafiken

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