17
KMB
九巴服務 日日進步
The Company strongly feels that it is
important to cultivate new channels of
that are
communication
specially
designed to meet the needs of its
customers. In June 1993, the Company
launched the highly successful
programme of passenger liaison groups
("PLGs"). The second and third sessions
were held in October 1993 and January
1994 respectively.
Participants in the PLGs comprise
volunteers drawn from all social
backgrounds. They come together to
meet a cross-section of the Company's
senior management. This enables any
questions or problems to be dealt with as
expertly and efficiently as possible.
In the short time since their
implementation, the PLGs have already
come to serve as an active, direct, two-
way channel for the Company and its
customers to exchange views on how
service can be better provided.
These meetings are now held on a
quarterly basis and each is followed up by
written reports advising on the
implementation of the proposals raised
by the PLGs members.
本公司相當重視拓展專門為迎合乘客需
要而設之溝通渠道。故此,一九九三年
六月,本公司實施了一項十分成功之乘
客聯絡小組計劃(「乘客聯絡小組
」)。該計劃之第二及第三輪會議已於
一九九三年十月及一九九四年一月召
開。
。
乘客聯絡小組之成員由來自各社會階層
之志願人士組成。他們滙聚起來與本公
司各部門之高級管理層會晤,以盡可能
今各問題獲得專業及有效之處理。
在實施後之一段短期間內,乘客聯絡小
組已發揮其積極、直接及雙向性溝通渠
道的作用,就本公司如何能夠提供更佳
服務與乘客交換意見。
該等會議現正按季度召開,會後均會作
書面報告,就乘客聯絡小組成員提出各
項建議作出實際的回應。