2026 Summit Program 8.5x11-1 - Flipbook - Page 36
Saturday, September 12
Leadership & Legacy
Team #4 – The Prime Service Team
Program Track: Leading in Middle Management
Project Title: Developing Satisfactory Customer Service Experiences
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.
Explore the 2026 LIT Leadership
Academy Capstone Projects
