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  #181  
Old 08-02-2014, 01:01 PM
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Originally Posted by TopKnot View Post
Honestly, most of the train staff I have spoken to in real life are fine and understand their customers frustrations, and I appreciate it isn't their fault personally - it's only on this thread really that staff like yourself are coming across as bitter jobsworths. I suppose it's easier to be rude to paying customers behind an anonymous keyboard.
Or.... he has a deeper knowledge of the industry than you, therefore gives factually correct answers, which as a frustrated customer you can't or don't want to understand. We all want someone to blame when things go wrong, if you are told that you have been directing your anger in the wrong direction, sometimes that takes a little while to settle in.
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  #182  
Old 08-02-2014, 01:03 PM
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Originally Posted by TopKnot View Post
Honestly, most of the train staff I have spoken to in real life are fine and understand their customers frustrations, and I appreciate it isn't their fault personally - it's only on this thread really that staff like yourself are coming across as bitter jobsworths. I suppose it's easier to be rude to paying customers behind an anonymous keyboard.
...and come on, lets not be precious, he is hardly being rude, and the thread title is called "Southern Railway Bastards"
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  #183  
Old 08-02-2014, 01:31 PM
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Originally Posted by mushroom View Post
Or.... he has a deeper knowledge of the industry than you, therefore gives factually correct answers, which as a frustrated customer you can't or don't want to understand. We all want someone to blame when things go wrong, if you are told that you have been directing your anger in the wrong direction, sometimes that takes a little while to settle in.
Can't disagree with any of that. Which goes back to my original point - upset customers don't want to argue the details of who or what is to blame with the staff, being told that my complaint is acknowledged and sympathised with would deflate the bad feeling a lot better than 'yeah well we're too busy with little things like trying to keep you all safe than to worry about your moans'.
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  #184  
Old 08-02-2014, 01:47 PM
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I really don't know how you want me to react TopKnot - or what I've said or done wrong, perhaps you are trolling? As Latvian Eagle suggests I have been both a commuter and now worked on the railway - I've made the senseless rant at railway staff etc....

We've explained why it goes wrong, most people on this thread have a better view of why things don't work out that your average Joe because we have a bit more patience being Palace brothers.

Don't know, or particularly care, what industry you are in but you must be very passionate about it. We are being more truthful than any PR department and we aren't going to give it the call centre approach of "yes, we understand your frustration Mr. Topknot, let me transfer you to another department to pretend that they give a shit too -do you mind holding approach?" with all the American fakeness you see in customer service.
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  #185  
Old 08-02-2014, 01:50 PM
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Originally Posted by TopKnot View Post
Can't disagree with any of that. Which goes back to my original point - upset customers don't want to argue the details of who or what is to blame with the staff, being told that my complaint is acknowledged and sympathised with would deflate the bad feeling a lot better than 'yeah well we're too busy with little things like trying to keep you all safe than to worry about your moans'.
So you just want someone to moan at, and them to offer sympathy? I'm not trying to pick a fight, it just seems a bit strange that when someone tells you the reasons, you don't want to know, you just seem to want to vent your (understandable) anger/displeasure at someone. If someone takes the time to offer me a honest reason why, I am always grateful. As for the comment regarding them to prioritise a sympathetic ear over safety critical work... well... I think that needs no comment really.
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  #186  
Old 08-02-2014, 01:57 PM
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So you just want someone to moan at, and them to offer sympathy? I'm not trying to pick a fight, it just seems a bit strange that when someone tells you the reasons, you don't want to know, you just seem to want to vent your (understandable) anger/displeasure at someone. If someone takes the time to offer me a honest reason why, I am always grateful. As for the comment regarding them to prioritise a sympathetic ear over safety critical work... well... I think that needs no comment really.
Yes, if a paying customer makes a legitimate, non personal/abusive complaint which you can do little about, you should listen to the moan and offer sympathy. It happens in every other industry involving customer service, why is that such a problem?

And I didn't say that critical safety work should be prioritised over a sympathetic ear, but that customers shouldn't t be patronised by being fobbed off with that as a reason

There is a difference between explaining the reasons (which everyone appreciates) and passing the buck.
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  #187  
Old 08-02-2014, 02:01 PM
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Originally Posted by TopKnot View Post
Yes, if a paying customer makes a legitimate, non personal/abusive complaint which you can do little about, you should listen to the moan and offer sympathy. It happens in every other industry involving customer service, why is that such a problem?

And I didn't say that critical safety work should be prioritised over a sympathetic ear, but that customers shouldn't t be patronised by being fobbed off with that as a reason

There is a difference between explaining the reasons (which everyone appreciates) and passing the buck.
Can you show me where someone has passed the buck, as I genuinely haven't seen it on this thread, only honest reasons why the service sometimes fails.
How do you know you're being "fobbed off" or is it just a feeling?
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  #188  
Old 08-02-2014, 02:44 PM
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Also what happens if all passengers take your approach of wanting to be able to moan at someone and then have that individual offer you sympathy? I mean hundreds of thousands of people travel thru London terminal stations daily, the logistics would be a total nightmare.
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  #189  
Old 08-02-2014, 05:01 PM
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The one I just brought down from aberdeen wasnt al. A hen party or three, rugby fans heading for murrayfield, and aberdeen lads going to celtic. The train was a right mess On time though


In the main though....
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  #190  
Old 08-02-2014, 08:56 PM
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  #191  
Old 08-02-2014, 09:53 PM
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Northern fella?
Yup, Wigan.

Ex driver, came up from Brighton?
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  #192  
Old 10-02-2014, 08:10 AM
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  #193  
Old 10-02-2014, 09:04 AM
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Yup, Wigan.

Ex driver, came up from Brighton?
Yea, I'm guessing you know him thru his love of fishing?
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  #194  
Old 10-02-2014, 11:57 AM
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Lovely guard on the 7:46 to London Bridge today from ECR.

Sarcastically telling people to move down when the train is totally rammed to capacity (as usual) and he "doesn't care if we don't move because he get's paid regardless".

So once he has managed to barge his morbidly obese carcass onto on the train, I noticed he had a yellow RMT badge on saying "Keep the Guards- keep the train safe". Over the intercom the driver asked him to call and he pulled a face as if to say FFS. His job is customer facing and regardless of if he is pissed you shouldn't let that show especially after he has just gobbed off in front of people rammed into a train well past it's max capacity.

What a bellend- way to endear youself to the paying customer.

Almost as good as the dispatch crew member who sits in the glass waiting area at the end of Platform 2 playing Angry Birds. It's this half arsed attitude that makes me rage when the trains are up shit creek because nobody is willing to be accountable for the company they are paid to represent.

I hated working in customer service- so I moved to a back office job to avoid it. Do the same if you don't like the mud slinging.

/rant.
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  #195  
Old 10-02-2014, 01:00 PM
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I understand that stuff happens thats out of their control, such as the weather and a balls up by Network Rail, whats gets me is that they don't listen to any excuses but their own.

Case in point, my GF fell asleep on the train a month back and went past Chislehurst, was woken up by 2 'revenue protection officers' between Petts Wood and Orpington and was hauled off the train at Orp.

She explained the situation (which was self evident) and was simply going to get on the next train back but was treated with a ' thats what they all say' attitude and despite the fact she was willingly going to get the train back it was asserted to her she lives in Orp and does this every day to get a cheaper fare. They then took her ticket details to check her address and she explained that as it was a corporate ticket it would show up as her office in the city which it duly did, though she could show numerous forms of ID from her purse relating to our address in Chislehurst, this was not good enough and the fact her S/T was registered in London showed apparently that she was a serial fare dodger.

She had to pay a penatly fare and was kept their for 40 minutes, furthermore it is utterly outrageous how they have dressed up these RPO's to look like police officers as much as they can to increase the intimidation factor.

Lack of available train stock, missing staff member, congestion in the London Bridge area, adverse weather and signalling problems, Southeastern love an excuse when it suits them, however can blindly ignore reason when it comes to screwing more money out of its customers.
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  #196  
Old 10-02-2014, 01:17 PM
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Originally Posted by adman50 View Post
Lovely guard on the 7:46 to London Bridge today from ECR.

Sarcastically telling people to move down when the train is totally rammed to capacity (as usual) and he "doesn't care if we don't move because he get's paid regardless".

So once he has managed to barge his morbidly obese carcass onto on the train, I noticed he had a yellow RMT badge on saying "Keep the Guards- keep the train safe". Over the intercom the driver asked him to call and he pulled a face as if to say FFS. His job is customer facing and regardless of if he is pissed you shouldn't let that show especially after he has just gobbed off in front of people rammed into a train well past it's max capacity.

What a bellend- way to endear youself to the paying customer.

Almost as good as the dispatch crew member who sits in the glass waiting area at the end of Platform 2 playing Angry Birds. It's this half arsed attitude that makes me rage when the trains are up shit creek because nobody is willing to be accountable for the company they are paid to represent.

I hated working in customer service- so I moved to a back office job to avoid it. Do the same if you don't like the mud slinging.

/rant.
I was on the same train this morning - the Guard duly announced 'Apologies for the overcrowding on this service which was caused by an 'Unusual' formation. A message has been sent to the Hierarchy'. One of my favourites so far this year, but still behind the Three Bridges platform apology for a 27 minute delay 'We have no idea how this happened'
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  #197  
Old 10-02-2014, 01:22 PM
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I was on the same train this morning - the Guard duly announced 'Apologies for the overcrowding on this service which was caused by an 'Unusual' formation. A message has been sent to the Hierarchy'. One of my favourites so far this year, but still behind the Three Bridges platform apology for a 27 minute delay 'We have no idea how this happened'
Haha joker...it's a train not a fecking football match.

Also love it when one person says one excuse then another uses a different one...would love it if they said they dropped a bollock and they apologise in advance.
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  #198  
Old 10-02-2014, 01:49 PM
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She had to pay a penatly fare and was kept their for 40 minutes, furthermore it is utterly outrageous how they have dressed up these RPO's to look like police officers as much as they can to increase the intimidation factor.
Once upon a time at Blackheath station I jumped the low wall after getting off the train as I was going for a pint and it was a shortcut through the car park. One of these lunatics came steaming over the wall after me. I thought he was old bill at first too, disgraceful that they can get away with dressing like that. I told him you may look like polis, but you aint polis, and carried on my way. He then grabbed my arm so I politely informed him 'get your stinking paws off me, you damned dirty ape' with my fist cocked. So he followed me to The Crown public house in Blackheath chatting jive, but I just completely ignored him, as if he didn't even exist. He then watched me go in and meet my mate for pint & got in contact with proper rozzer who eventually turned up on either my second or third pint, I can't recall. Anyway, over they stroll; I was advised that I had been accused of fare evasion to which I responded that was a load of nonsense. The ticket snitch wannabe babylon was getting more and more irate, touting on me that I jumped the wall, threatened him, couldn't show him a valid ticket & ran off.

I calmly responded that I had jumped the wall, that no threat was made only an instruction to release me as I was being assaulted by him, that I didn't run, I walked, and have been sat in the pub for about an hour. Hardly the actions of a determined fare evader. And as for the valid ticket, I was at no point asked to produce one, but if you'd like to see it then here it is. And like Debbie McGhee I produced my monthly train ticket from my wallet and showed it to the copper, but refused to show it to Mr high-vis, chequered hat boy as he had no jurisdiction in a pub beer garden, and he had already assaulted me once before and I was no mood for it to happen a second time.

His poor little face.
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  #199  
Old 10-02-2014, 02:27 PM
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Yea, I'm guessing you know him thru his love of fishing?
He seems to spend half his life down here fishing the Hampshire Avon.
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  #200  
Old 10-02-2014, 02:30 PM
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