Recommended Practice

Developing and Maintaining a Customer Service Culture


This Recommended Practice will assist transit agencies in developing and maintaining a customer service culture within the transit agency that is attainable and focused on all transit employees and the communities they serve.

Document History
Document Number Version Publication Date Publication Related Information
APTA BTS-BO-RP-004-09 12/31/2009 Published Current


customer service, curriculum, training


This Recommended Practice suggests guidelines for developing, promoting and evaluating customer service training for employees. Descriptive summaries of customer service programs, including the syllabus/agenda, implementation plan and evaluation strategy are included.

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