Escale "Customer Service Manual"

Escale promises to provide riders with the best available information about transportation and services. Departure times and service frequency for each transit route at the transit center are clearly indicated.

Consistent, simple signage makes Escale easy to find and practical to use. Directions must be visible and legible, to make it easy for riders to navigate the system.

Escale's safe reception area is staffed by qualified personnel who are always ready to listen and provide high-quality service. Service personnel must be identifiable but also available and courteous. A site manager is present, at least during peak periods.

Escale manages the services area in a way that is consistent and respectful of every party at the site. It also assures personal safety, keeps transit centers clean and makes sure that safety equipment and services are available. A conspicuous remote monitoring system is installed to provide passive surveillance and assist with emergency interventions.

Escale is a stylish, easy-to-spot center for meetings and transfers. It is required to partner with local artisans, businesses and organizations to offer and highlight services, whether they are offered free of charge or for consideration.