Excellent Customer Service

bobm

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Posts: 10167

Excellent Customer Service - 01 Sep 11

« on: September 02, 2011, 00:30:12 »

Was on a Cardiff to Portsmouth Harbour service yesterday afternoon between Bath Spa and Westbury. It was warm admittedly but not overly uncomfortable on the train however the Train Manager walked through the train handing out bottled water to anyone who wanted it. The service was advertised as having a trolley service although I didn't see it during the 30 mins or so I was on the train but the bottled water prompted some positive comments from passengers.


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JayMac

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Re: Excellent Customer Service - 01 Sep 11

« Reply #1 on: September 02, 2011, 00:47:31 »

Top marks to the TM^‡/Conductor. I trust a letter/email of praise is winging its way to FGW^▸ Towers, bobm?


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"A clear conscience laughs at a false accusation."
"Treat everyone the same until you find out they're an idiot."
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bobm

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Posts: 10167

Re: Excellent Customer Service - 01 Sep 11

« Reply #2 on: September 02, 2011, 00:54:14 »

You going to be my secretary BNM? Seriously though the deed has been done - I always think you have to be even handed. Praise where its due and constructive criticism when things go wrong.


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JayMac

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Posts: 19245

Re: Excellent Customer Service - 01 Sep 11

« Reply #3 on: September 02, 2011, 01:12:55 »

It's always nice to hear of incidences where railway staff go above and beyond. And those incidences should, in the main*, be brought to the attention of management.

*Except, possibly, when said staff member arranges a free taxi for two forum members who, by the rules, aren't entitled to one. Tongue


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"A clear conscience laughs at a false accusation."
"Treat everyone the same until you find out they're an idiot."
"Moral indignation is a technique used to endow the idiot with dignity."

Brucey

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Posts: 2259

Re: Excellent Customer Service - 01 Sep 11

« Reply #4 on: September 02, 2011, 09:16:06 »

Very good to hear and also nice to know that my constant complaints in May/June to FGW^▸ towers about the heat/failed air-con (and subsequent lack of water) have actually led to something.


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