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Laughing Jackasses on the Railways
Laughing Jackasses on the Railways
What is it that causes the misfortune and disruption of others so much amusement from those who should be serving us paying customers? Such is the attitude tonight amongst staff at stations just after the second wave of 'bombings.' On 7/7 I had the sense not to visit London due to the severe disruption, not, I repeat not, due to any fear of being blown to bits by any Islamic murdering cowards. However tonight I was damned if these fools were going to stop my usual Thursday night in town. BUT at many stations including local ones, London Underground and certain TOCs, the customer service staff seemed to revel in the dusruption. Laughing and joking the ones I spoke, to ask which lines were running, could hardly take time off from their smiles and laughter together, to take my concerns seriously, to answer my questions and to put my mind at ease that things were under control. I suspect that I'm not the first commuter nor will be the last to get the impression that by asking for help I'm actually being a damned nuiscance to them. This has been the attitude towards passengers, sorry customers, for years. And even in these more dangerous times nothing seems to have changed. I might add that at Paddington there are two young customer service staff who take great delight in acting the arse rather than being ambassadors for their companies, Great Western &/or National Rail. This is especially evident when the old Great Western Band is playing on Friday evenings. These two not only take the **** out of the musicians, but also out of the passengers watching. With so-called 'customer service' like this it is no wonder passengers, customers, commuters, or whatever are ****ed off, especially in London? SB |
Laughing Jackasses on the Railways
I think you should write/email the TOC concerned
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Laughing Jackasses on the Railways
"SB" wrote in message ups.com... Laughing Jackasses on the Railways What is it that causes the misfortune and disruption of others so much amusement from those who should be serving us paying customers? Such is the attitude tonight amongst staff at stations just after the second wave of 'bombings.' On 7/7 I had the sense not to visit London due to the severe disruption, not, I repeat not, due to any fear of being blown to bits by any Islamic murdering cowards. However tonight I was damned if these fools were going to stop my usual Thursday night in town. BUT at many stations including local ones, London Underground and certain TOCs, the customer service staff seemed to revel in the dusruption. Laughing and joking the ones I spoke, to ask which lines were running, could hardly take time off from their smiles and laughter together, to take my concerns seriously, to answer my questions and to put my mind at ease that things were under control. I suspect that I'm not the first commuter nor will be the last to get the impression that by asking for help I'm actually being a damned nuiscance to them. This has been the attitude towards passengers, sorry customers, for years. And even in these more dangerous times nothing seems to have changed. I might add that at Paddington there are two young customer service staff who take great delight in acting the arse rather than being ambassadors for their companies, Great Western &/or National Rail. This is especially evident when the old Great Western Band is playing on Friday evenings. These two not only take the **** out of the musicians, but also out of the passengers watching. With so-called 'customer service' like this it is no wonder passengers, customers, commuters, or whatever are ****ed off, especially in London? I blame the companys. They should get rid of all their happy cheerful staff and replace them with miserable *******s like you. |
Laughing Jackasses on the Railways
SB wrote:
I might add that at Paddington there are two young customer service staff who take great delight in acting the arse rather than being ambassadors for their companies, Great Western &/or National Rail. This is especially evident when the old Great Western Band is playing on Friday evenings. These two not only take the **** out of the musicians, but also out of the passengers watching. With so-called 'customer service' like this it is no wonder passengers, customers, commuters, or whatever are ****ed off, especially in London? When were young people any different? |
Laughing Jackasses on the Railways
"SB" wrote in message ups.com... Laughing Jackasses on the Railways What is it that causes the misfortune and disruption of others so much amusement from those who should be serving us paying customers? Such is the attitude tonight amongst staff at stations just after the second wave of 'bombings.' On 7/7 I had the sense not to visit London due to the severe disruption, not, I repeat not, due to any fear of being blown to bits by any Islamic murdering cowards. However tonight I was damned if these fools were going to stop my usual Thursday night in town. BUT at many stations including local ones, London Underground and certain TOCs, the customer service staff seemed to revel in the dusruption. Laughing and joking the ones I spoke, to ask which lines were running, could hardly take time off from their smiles and laughter together, to take my concerns seriously, to answer my questions and to put my mind at ease that things were under control. I suspect that I'm not the first commuter nor will be the last to get the impression that by asking for help I'm actually being a damned nuiscance to them. This has been the attitude towards passengers, sorry customers, for years. And even in these more dangerous times nothing seems to have changed. I might add that at Paddington there are two young customer service staff who take great delight in acting the arse rather than being ambassadors for their companies, Great Western &/or National Rail. This is especially evident when the old Great Western Band is playing on Friday evenings. These two not only take the **** out of the musicians, but also out of the passengers watching. With so-called 'customer service' like this it is no wonder passengers, customers, commuters, or whatever are ****ed off, especially in London? SB As someone who works for FGW can I strongly encourage you to report this to FGW (contact details via the www site www.firstgreatwestern.co.uk) 99.9999% of the staff that I know and work with work their damnest in situations like this to ensure people are helped and looked after. If what your saying is correct the two people concerned need dealing with. Regards |
Laughing Jackasses on the Railways
"Steve" wrote in message . uk... "SB" wrote in message ups.com... Laughing Jackasses on the Railways What is it that causes the misfortune and disruption of others so much amusement from those who should be serving us paying customers? Such is the attitude tonight amongst staff at stations just after the second wave of 'bombings.' On 7/7 I had the sense not to visit London due to the severe disruption, not, I repeat not, due to any fear of being blown to bits by any Islamic murdering cowards. However tonight I was damned if these fools were going to stop my usual Thursday night in town. BUT at many stations including local ones, London Underground and certain TOCs, the customer service staff seemed to revel in the dusruption. Laughing and joking the ones I spoke, to ask which lines were running, could hardly take time off from their smiles and laughter together, to take my concerns seriously, to answer my questions and to put my mind at ease that things were under control. I suspect that I'm not the first commuter nor will be the last to get the impression that by asking for help I'm actually being a damned nuiscance to them. This has been the attitude towards passengers, sorry customers, for years. And even in these more dangerous times nothing seems to have changed. I might add that at Paddington there are two young customer service staff who take great delight in acting the arse rather than being ambassadors for their companies, Great Western &/or National Rail. This is especially evident when the old Great Western Band is playing on Friday evenings. These two not only take the **** out of the musicians, but also out of the passengers watching. With so-called 'customer service' like this it is no wonder passengers, customers, commuters, or whatever are ****ed off, especially in London? SB As someone who works for FGW can I strongly encourage you to report this to FGW (contact details via the www site www.firstgreatwestern.co.uk) 99.9999% of the staff that I know and work with work their damnest in situations like this to ensure people are helped and looked after. If what your saying is correct the two people concerned need dealing with. Regards Re-unite them with their UB40's. |
Laughing Jackasses on the Railways
In article . com,
SB wrote: Laughing Jackasses on the Railways .... With so-called 'customer service' like this it is no wonder passengers, customers, commuters, or whatever are ****ed off, especially in London? Just from interest, are you any relation to the S.Byers who made such a spectacular success of Government railway policy, a few years ago ? Nick -- http://www.leverton.org/ ... So express yourself |
Laughing Jackasses on the Railways
Steve wrote:
snip As someone who works for FGW can I strongly encourage you to report this to FGW (contact details via the www site www.firstgreatwestern.co.uk) 99.9999% of the staff that I know and work with work their damnest in situations like this to ensure people are helped and looked after. If what your saying is correct the two people concerned need dealing with. This may be the case but my experience is that some underground staff, particularly at Holborn station, derive not inconsiderable amusement from customers having problems with the barriers, etc, but will not interrupt their private conversation in order to help. Another staff member was similarly amused when I complained that the disruption information was after the ticket barrier so customers did not find out about this until after they had purchased tickets. As the song says: "lazy f***ing useless c*nts" |
Laughing Jackasses on the Railways
I repeat not, due to any fear of being blown to bits
by any Islamic murdering cowards. Not clear why the reference to religion was necessary. Surely point is they were murdering cowards, not that they were a specific sub-section thereof |
Laughing Jackasses on the Railways
"Steve" wrote:
99.9999% of the staff that I know and work with ... That means 999,999 out of the mere 1 million "staff you know and work with". Can you remember all their names? ;-) |
Laughing Jackasses on the Railways
"Paul" wrote in message k... As the song says: "lazy f***ing useless c*nts" Yes, of course. That's why they were the first on the scene on 7th July 2005 leading customers to safety and tending to the wounded without any breathing apparatus or insisting the area was checked for more devices first. Amazing how quickly people forget. Perhaps the song needs to be rewritten. |
Laughing Jackasses on the Railways
Simon wrote: I repeat not, due to any fear of being blown to bits by any Islamic murdering cowards. Not clear why the reference to religion was necessary. Surely point is they were murdering cowards, not that they were a specific sub-section thereof Why are suicide bombers cowards? I may not share their motives, but giving up your life for something you believe in, however wrongly, doesn't seem to be cowardly. All kinds of words might be suitable (eg deluded, psychotic, inconsiderate). However, it does seem to be a convention that politicians have to describe suicide attacks, in particular, as cowardly. If they could afford planes, presumably they would drop the bombs from them. Would that make them brave? |
Laughing Jackasses on the Railways
"Simon" wrote Not clear why the reference to religion was necessary. Surely point is they were murdering cowards, not that they were a specific sub-section thereof Try murdering fanatics, not sure about the cowardly bit, although any *honest* soldier would wear a uniform. John. |
Laughing Jackasses on the Railways
"Uncle Fester" wrote in message
enews.net... You dull c**t. Transport staff are going to be in the front line throughout their working day. They don't have a choice - you do. Now **** off and grow up. With that kind of childish attitude and lack of respect, you are surely one of the idiots the OP was referring to. Ian |
Laughing Jackasses on the Railways
"Uncle Fester" wrote Work on public transport long enough and respect for travellers goes down the drain. You want to try working in an environment where your respect for and treatment of customers has a direct impact on whether or not you have a pay packet at the end of the week/month. You'd soon change your attitude. John. |
Laughing Jackasses on the Railways
"Uncle Fester" wrote in message enews.net... Ian F. wrote You dull ****. Transport staff are going to be in the front line throughout their working day. They don't have a choice - you do. Now **** off and grow up. With that kind of childish attitude and lack of respect, you are surely one of the idiots the OP was referring to. Work on public transport long enough and respect for travellers goes down the drain. I think it's time for you to find a different job - preferably where you have no chance of meeting me on my travels. |
Laughing Jackasses on the Railways
On Sat, 23 Jul 2005 17:00:24 GMT, Tom Haliax wrote in
, seen in uk.railway: "Uncle Fester" wrote in message enews.net... [....] Work on public transport long enough and respect for travellers goes down the drain. I think it's time for you to find a different job I think that most people who deal with the public face-to-face are not exactly enamoured of them, hence the existence of websites like customerssuck.com. Judging by what I see of the attitude of *non*-transport staff towards their customers, I think we can safely say that to rid the world of people who dislike their customers you'd have to close down the entire service sector. Professionals in the service sector may detest (at least some of) the people they serve; their professionalism shows in the fact that their customers aren't made aware of that fact. -- Ross, Lincoln, UK We're *not* afraid http://www.werenotafraid.com |
Laughing Jackasses on the Railways
On Sat, 23 Jul 2005 17:28:47 +0100, John Turner wrote in
, seen in uk.railway: "Uncle Fester" wrote Work on public transport long enough and respect for travellers goes down the drain. You want to try working in an environment where your respect for and treatment of customers has a direct impact on whether or not you have a pay packet at the end of the week/month. You'd soon change your attitude. Would you like to tell me which environment that is, John? I'm *not* backing "Uncle Fester" up, believe me. but I can honestly say that I have not seen any public-facing organisation which consistently shows any reasonable amount of respect for or decent treatment of their customers. "Some good points, some bad points, Adequate overall" would be my report card on most service organisations in this country. Shouldn't be that way, of course, but I think that's the way the British are, so it's what we get. -- Ross, Lincoln, UK We're *not* afraid http://www.werenotafraid.com |
Laughing Jackasses on the Railways
In message , Ross
writes Professionals in the service sector may detest (at least some of) the people they serve; their professionalism shows in the fact that their customers aren't made aware of that fact. All in all, I reckon that's one of the most accurate sentences I've ever seen posted on Usenet....... -- Ian Jelf, MITG Birmingham, UK Registered Blue Badge Tourist Guide for London and the Heart of England http://www.bluebadge.demon.co.uk |
Laughing Jackasses on the Railways
"Ross" wrote Would you like to tell me which environment that is, John? Self-employment where you survive or fail by your own efforts. John. |
Laughing Jackasses on the Railways
On Sun, 24 Jul 2005 00:39:40 +0100, John Turner wrote in
, seen in uk.railway: "Ross" wrote You want to try working in an environment where your respect for and treatment of customers has a direct impact on whether or not you have a pay packet at the end of the week/month. You'd soon change your attitude. Would you like to tell me which environment that is, John? Self-employment where you survive or fail by your own efforts. That would be like, for example, plumbers and jobbing builders, neither group being people exactly famed for their customer service abilities? Yet both groups seem to live pretty well, going by the anecdotal evidence. I think you can find people in *any* walk of life with the customer service skills of a angry wasp. It's not really reasonable to say or infer that "[$Specific Job] must equal Good Service Skills". -- Ross, Lincoln, UK We're *not* afraid http://www.werenotafraid.com |
Laughing Jackasses on the Railways
"Uncle Fester" wrote Not many opportunities for self employment in public transport. There were none in the area in which I was working, but that didn't stop me going off at a complete tangent and setting up my own business. That was twenty years ago. If you want a challenge, but are prepared to accept every (well almost every) body as a friend, confidante then give it a go - the rewards are generally far better than they ever would be working in public transport - although I'd settle for the wages, pension and paid holidays of some train drivers I know. John. |
Laughing Jackasses on the Railways
"Ross" replied to John Turner who wrote Self-employment where you survive or fail by your own efforts. That would be like, for example, plumbers and jobbing builders, neither group being people exactly famed for their customer service abilities? Yet both groups seem to live pretty well, going by the anecdotal evidence. Yes but I wasn't including *criminal activity* in my argument. ;-) My wife and I run a small model shop where we are totally reliant on the good will of our customers. We've been doing that for almost twenty years, but not many customers come back if you treat them with contempt, so we have to treat them well. John. |
Laughing Jackasses on the Railways
"John Turner" wrote in message
. .. My wife and I run a small model shop where we are totally reliant on the good will of our customers. We've been doing that for almost twenty years, but not many customers come back if you treat them with contempt, so we have to treat them well. The difference is that bus drivers, TOC staff et al know full well that we *have* to use their services - we can't take our business elsewhere at a similar cost - so they can treat us with as much derision, contempt and sneering bad-attitude as they like and we are powerless to do anything about it. On the odd occasion when I have reported to a company an instance of appalling behaviour, I have no doubt that, despite the palliative letters and promises that it would be dealt with, no mention of it would ever have been made to the offenders. Ian |
Laughing Jackasses on the Railways
John Turner wrote:
"Ross" replied to John Turner who wrote Self-employment where you survive or fail by your own efforts. That would be like, for example, plumbers and jobbing builders, neither group being people exactly famed for their customer service abilities? Yet both groups seem to live pretty well, going by the anecdotal evidence. Yes but I wasn't including *criminal activity* in my argument. ;-) My wife and I run a small model shop where we are totally reliant on the good will of our customers. We've been doing that for almost twenty years, but not many customers come back if you treat them with contempt, so we have to treat them well. But there again, running a model shop you're meeting only those people who *want* to be there and are induging in their hobby (unless they're buying a prezzie or somesuch). On that basis I would suggest that you will almost always be dealing with people who are pleasant and polite. The only time that someone is likely to be upset about anything is if something they've bought is defective in some way, but even then most people realise thet you didn't do it deliberately and are happy to accept your efforts to put things right. Does such a situation prevail between railway passengers and station staff? |
Laughing Jackasses on the Railways
On Sun, 24 Jul 2005 01:35:13 +0100 someone who may be Uncle Fester
wrote this:- Not many opportunities for self employment in public transport. According to the Conservative Party redundant steel workers would each buy £5000 second-hand buses and do so much better than the semi-nationalised bus operation then operating. -- David Hansen, Edinburgh | PGP email preferred-key number F566DA0E I will always explain revoked keys, unless the UK government prevents me by using the RIP Act 2000. |
Laughing Jackasses on the Railways
Ian F. wrote:
"John Turner" wrote in message . .. My wife and I run a small model shop where we are totally reliant on the good will of our customers. We've been doing that for almost twenty years, but not many customers come back if you treat them with contempt, so we have to treat them well. The difference is that bus drivers, TOC staff et al know full well that we *have* to use their services - we can't take our business elsewhere at a similar cost - so they can treat us with as much derision, contempt and sneering bad-attitude as they like and we are powerless to do anything about it. No you don't have to use any such services. If you want to know why a small minority of people fail to do the job properly look around you, such people are everywhere. Those railway and other transport employees who are intent on doing the job properly are just as ****ed off with the wasters as you are. |
Laughing Jackasses on the Railways
"Robin Mayes" wrote in message
... "Paul" wrote in message k... As the song says: "lazy f***ing useless c*nts" Yes, of course. That's why they were the first on the scene on 7th July 2005 leading customers to safety and tending to the wounded without any breathing apparatus or insisting the area was checked for more devices first. Amazing how quickly people forget. Amazing how people think their actions are (or would be) any different to anyone elses. If a building I often work in had en explosive device detonated, there would be people doing exactly the same thing. I fail to see the connection between the impression that a large number of people have of LU frontline staff in their day-to-day role and the normal way that (some) of those staff would react in a one-off emergency situation. |
Laughing Jackasses on the Railways
"Brimstone" wrote in message
... The only time that someone is likely to be upset about anything is if something they've bought is defective in some way, but even then most people realise thet you didn't do it deliberately and are happy to accept your efforts to put things right. Does such a situation prevail between railway passengers and station staff? Such a situation does indeed prevail. If one expects a decent system to function in the way that you paid for it to do so, but it doesn't, then understandably, some people are going to get a bit upset about it. But a large part depends on the individuals involved, and not just the organisation itself. Take for example the journey we had last night from Newbury to Ealing. The 2239 had turned into a service that terminated at Reading West due to planned engineering. Not a problem. Except the replacement bus was nowhere to be seen initially, and the next local bus service was approx 10+ minutes away according to the realtime info at the bus stop at Reading West. Replacement bus eventually turns up to take us as far as Reading. Arrive Reading 2330. Told at Reading that (as advertised) only one line open beyond Slough, but delays, and we'd have to detrain at Maidenhead for a bus onwards. Arrive Maidenhead. No bus; driver tells us the HST across on the UF will be going all the way through to London, they're trying to sort out what's happening with the bus, and best bet is to take the train as a replacement bus will definately be running from Slough. Everyone crosses over bar a few who hope for a bus. About twenty minutes later, they've given up hope for a bus and come over and board the train. 'Train Manager' on the HST advises via PA that pilotman working in operation. Another ten minutes and a Westbound HST arrives next to us. Departs. TM advises via PA that pilotman was not on train and we have to wait for a second Westbound service to come through. Eventually does, and we slowly get on the move. Arrive at Slough. Lots of people detrain. FGWL chap on platform says there'll be all-stops train onwards from P5. No sign of any other trains and platform indicators fail to support his claim! Cue several people politely pointing this out to the platform chap and TM, with everyone realising even if the last train from Paddington was miraculously running; we'd all miss it. And no answer on whether the original suggestion of a bus from Slough was happening. Wonder how many hours we'd have been stood on P5 if we'd listed to the first chap? "Not my problem" the stunningly helpful TM advised. "Go to Paddington, they -might- be able to help you there". Half-full train of bewildered tired passengers arrive 35mins later into Paddington. No announcements on how to get anywhere or any taxi provision etc., from the TM. Pathetic. No sign of any staff. Walk towards P1/taxi rank. Suddenly the most helpful and apologetic gentlemen from FGW appears, and in a very efficient and orderly fashion helpfully and calmly tells everyone individually that taxis are being organised, and despatches us in groups of 3/4 into taxis onwards. With the exception of the gentlemen at Paddington, and the driver of the Maidenhead bound FGWL train, it's hardly surprising that some people have a perception of customer-facing staff in the rail industry as often having a very crappy, unhelpful attitude [1]. Arrived into Ealing at 0220. [1] And I do think that perhaps some of that wouldn't happen if they actually had the correct information themselves. I don't understand how they can tell people things that are just blatently wrong though - bizzare! |
Laughing Jackasses on the Railways
Ian Harper wrote:
[1] And I do think that perhaps some of that wouldn't happen if they actually had the correct information themselves. I don't understand how they can tell people things that are just blatently wrong though - bizzare! I quite agree. I used to deliver cars for a living visiting strange towns and villages on a daily basis and had to find my way to an address. On one memorable occasion I was given an incomplete address simply because the client's employee - a major softdrinks compamy IIRC - had failed to pass it on. That cost me some two hurs wasted time since I was supposed to be six miles from where I actually was and the only means of getting there was to hitchhike. The worst part was that I'd already passed the place. On some occasions I was delivering the car and so was driving, on others I was there to collect it and so was walking. More than once I was given deliberately wrong information by people who had never clapped eyes on me before and who would gain no benefit. Some I'm quite sure did it as some form of amusement. In the specific context that you describe I suspect that you were told untruths because the people telling you believed what they were saying. Other may simply have been ignorant of the real situation but were trying to get you forward on your journey. Others still may have simply been trying to get rid of you, akthough quite why someone takes on the job of traincrew when incapable of dealing with problems I don't know. |
Laughing Jackasses on the Railways
"John Turner" wrote:
My wife and I run a small model shop where we are totally reliant on the good will of our customers. We've been doing that for almost twenty years, but not many customers come back if you treat them with contempt, so we have to treat them well. My experience of model railway shops was that they were almost all run by eccentrics who were decidedly hostile to people. It didn't seem to prevent them from prospering. However, times have probably changed since then. ;-) |
Laughing Jackasses on the Railways
"Brimstone" wrote:
But there again, running a model shop you're meeting only those people who *want* to be there and are induging in their hobby (unless they're buying a prezzie or somesuch). On that basis I would suggest that you will almost always be dealing with people who are pleasant and polite. That's very true. Having worked in a hotel in Torquay (no, not THAT hotel!) I found the customers extremely pleasant because they were (almost) all having a good holiday. Later, working in a hi-fi shop, I found that people enjoyed choosing and buying equipment, and only became difficult when things went wrong - although experience told me that these were the best opportunities to give exceptional customer service and thereby ensure long term customer loyalty. In my printing business, customers were rarely difficult - except sometimes when I insisted on being paid. But working behind the counter in my own Post Office was a real experience. Now that pensions and allowances are paid directly into people's bank accounts, most Post Office transactions are distress purchases. No-one wants to have to buy stamps or tax their car. The result is unhappy customers, and no amount of politeness and charm will cheer them up. Believe me, I tried! I suspect rail customers are much the same. The fares cost a lot of money by European standards. The trains are often packed to the seams and beyond. Having to travel with "those dreadful people" as Stephen Norris so accurately put it, is stressful in itself. No wonder rail passengers are such a glum lot. No-one wants to be there, and it shows. The staff cannot do much to change this. The fares, the overcrowded trains and the inevitable delays mean that whatever rail staff do, the passengers remain miserable. There is no tangible reward for being nice to such people. Couple this with having to deal with fare evaders and other various antisocial behaviour, and the job would test the patience of anyone. However, there does seem to be a significant proportion of rail staff who appear to take delight in making the passenger's lot even more unpleasant than it already is. There is no possible excuse for this, other than the fact that the people who work on the railways include many who would not find work in other sectors of the economy. |
Laughing Jackasses on the Railways
"Uncle Fester" wrote in message enews.net... Tom Haliax wrote You dull ****. Transport staff are going to be in the front line throughout their working day. They don't have a choice - you do. Now **** off and grow up. With that kind of childish attitude and lack of respect, you are surely one of the idiots the OP was referring to. Work on public transport long enough and respect for travellers goes down the drain. I think it's time for you to find a different job - preferably where you have no chance of meeting me on my travels. I'd be happy to turf you off a train. |
Laughing Jackasses on the Railways
"Uncle Fester" wrote in message enews.net... Tom Haliax wrote You dull ****. Transport staff are going to be in the front line throughout their working day. They don't have a choice - you do. Now **** off and grow up. With that kind of childish attitude and lack of respect, you are surely one of the idiots the OP was referring to. Work on public transport long enough and respect for travellers goes down the drain. I think it's time for you to find a different job - preferably where you have no chance of meeting me on my travels. I'd be happy to turf you off a train. Treat people as you would like to be treated yourself and make your job easier. If you choose to work with the travelling public do yourself a favour and learn how to deal with passengers in a professional manner. Otherwise change your job. Yes please please change your job. |
Laughing Jackasses on the Railways
On Sun, 24 Jul 2005 12:28:14 +0100, "Ian Harper"
wrote: With the exception of the gentlemen at Paddington, and the driver of the Maidenhead bound FGWL train, it's hardly surprising that some people have a perception of customer-facing staff in the rail industry as often having a very crappy, unhelpful attitude [1]. Arrived into Ealing at 0220. [1] And I do think that perhaps some of that wouldn't happen if they actually had the correct information themselves. I don't understand how they can tell people things that are just blatently wrong though - bizzare! It possible that each of the staff, bar the FGW TM, were passing the information they have been told in good faith. Often I feel that the chain of communication lets down the front line staff. For example the platform bloke at Slough might well have been informed by his control that there was to be a stopping train forward. The subsequent lack of appear of this service was probably due to a change by control, rather then the platform staff setting out to lie to customers. What would he have gained from this, since the passengers would only come back and complain at him? There needs to be a balance between keeping passengers informed as they agree plans which subsequently might be changed, or not telling them anything until the plans have been confirmed as to speak. This being a planned blockage the timetables should have been agreed in advance and distributed to the front line staff, but once something had gone wrong FGWL control would have been working on the fly to put into place an alterative plan to get passengers home. How well and accurately this is communicated to the front staff could be questionable. Certainly the printed replacement timetables for this weekend at Reading and Swindon weren't available until Friday, and this isn't uncommon. Lack of timely accurate information to the front line staff will eventually led to de-motivation, as they bear the brunt of the passenger frustration, while having little control over the situation. Of course the travelling public should not need to understand this behind the scenes politics. Duncan |
Laughing Jackasses on the Railways
On Sun, 24 Jul 2005 09:52:38 +0100, Ian F. wrote in
, seen in uk.railway: "John Turner" wrote in message . .. My wife and I run a small model shop where we are totally reliant on the good will of our customers. We've been doing that for almost twenty years, but not many customers come back if you treat them with contempt, so we have to treat them well. The difference is that bus drivers, TOC staff et al know full well that we *have* to use their services No you don't, any more than you *have* to use Woolworths, a company which IMX wouldn't know what customer service was if it was tied to a wet fish and slapped around their face. And yet they don't seem to have any problems making a profit despite the lack of service and huge amount of competition in their field. Nor indeed do any of the other companies who the railway industry was supposed to take lessons in service from and whose service ethic is nothing more than words in their publicity. - we can't take our business elsewhere at a similar cost - so they can treat us with as much derision, contempt and sneering bad-attitude as they like and we are powerless to do anything about it. [...] Mm. You might find life is a lot less stressful if you remove the chip from your shoulder. It's evidently weighing you down a lot. -- Ross, Lincoln, UK We're *not* afraid http://www.werenotafraid.com |
Laughing Jackasses on the Railways
On Sun, 24 Jul 2005 13:21:55 GMT, Tom Haliax wrote in
, seen in uk.railway: [...] Treat people as you would like to be treated yourself and make your job easier. Wouldn't it be nice if that worked? I think that most people start each day trying to do that, but it doesn't take all that long to get worn down. That's all of us, not just staff. I'm pretty sure that the ignorant gits I deal with, both staff and public, don't wake up in the morning and think "Today I am going to be an ignorant ******* for the Hell of it". -- Ross, Lincoln, UK We're *not* afraid http://www.werenotafraid.com |
Laughing Jackasses on the Railways
On Sun, 24 Jul 2005 21:18:41 +0100, Ross
wrote: On Sun, 24 Jul 2005 09:52:38 +0100, Ian F. wrote in , seen in uk.railway: "John Turner" wrote in message . .. My wife and I run a small model shop where we are totally reliant on the good will of our customers. We've been doing that for almost twenty years, but not many customers come back if you treat them with contempt, so we have to treat them well. The difference is that bus drivers, TOC staff et al know full well that we *have* to use their services No you don't, any more than you *have* to use Woolworths, a company which IMX wouldn't know what customer service was if it was tied to a wet fish and slapped around their face. A shockingly false analogy. Woolworths has no monopoly. In the main, TOCs *do* have a monopoly. Certainly, for my journey to work, I can catch a Southern train, or I can take about three hours travelling on multiple buses. Since I don't propose to spen a quarter of the day commuting, I have no option. -- James Farrar September's coming soon |
Laughing Jackasses on the Railways
James Farrar wrote:
On Sun, 24 Jul 2005 21:18:41 +0100, Ross wrote: On Sun, 24 Jul 2005 09:52:38 +0100, Ian F. wrote in , seen in uk.railway: "John Turner" wrote in message . .. My wife and I run a small model shop where we are totally reliant on the good will of our customers. We've been doing that for almost twenty years, but not many customers come back if you treat them with contempt, so we have to treat them well. The difference is that bus drivers, TOC staff et al know full well that we *have* to use their services No you don't, any more than you *have* to use Woolworths, a company which IMX wouldn't know what customer service was if it was tied to a wet fish and slapped around their face. A shockingly false analogy. Woolworths has no monopoly. In the main, TOCs *do* have a monopoly. Certainly, for my journey to work, I can catch a Southern train, or I can take about three hours travelling on multiple buses. Since I don't propose to spen a quarter of the day commuting, I have no option. Why not use Southern's main competitor? |
Laughing Jackasses on the Railways
On Sun, 24 Jul 2005 20:27:40 +0000 (UTC), "Brimstone"
wrote: James Farrar wrote: On Sun, 24 Jul 2005 21:18:41 +0100, Ross wrote: On Sun, 24 Jul 2005 09:52:38 +0100, Ian F. wrote in , seen in uk.railway: "John Turner" wrote in message . .. My wife and I run a small model shop where we are totally reliant on the good will of our customers. We've been doing that for almost twenty years, but not many customers come back if you treat them with contempt, so we have to treat them well. The difference is that bus drivers, TOC staff et al know full well that we *have* to use their services No you don't, any more than you *have* to use Woolworths, a company which IMX wouldn't know what customer service was if it was tied to a wet fish and slapped around their face. A shockingly false analogy. Woolworths has no monopoly. In the main, TOCs *do* have a monopoly. Certainly, for my journey to work, I can catch a Southern train, or I can take about three hours travelling on multiple buses. Since I don't propose to spen a quarter of the day commuting, I have no option. Why not use Southern's main competitor? Which would be what? -- James Farrar September's coming soon |
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