Customer Service thread
Customer Service thread
(26 Nov 2015, 4:09 pm)BusLoverMum Then that's definitely not an Arriva matter!
With all of these situations, if you're willing to hand over some change, you have to be willing to do so knowing that there is a likelihood that the person in question is a chancer. I'd not feel any guilt about saying sorry, but no, anyhow, since I can't think of anywhere in the region where £1.20 buys you a bus ticket that isn't walkable by anyone reasonably able bodied
(26 Nov 2015, 4:09 pm)BusLoverMum Then that's definitely not an Arriva matter!
With all of these situations, if you're willing to hand over some change, you have to be willing to do so knowing that there is a likelihood that the person in question is a chancer. I'd not feel any guilt about saying sorry, but no, anyhow, since I can't think of anywhere in the region where £1.20 buys you a bus ticket that isn't walkable by anyone reasonably able bodied
GNE and Arriva should take a note of Stagecoach customer services - their customer service is absolutely great.
It's very rare I complain about bus drivers, however I did as last Friday the bus driver on the 22 refused to let me off the bus even though I had pressed the bell (I told him and got absoulutely no response which is also really bad as I know they might miss stops but to ignore me is the main reason I complaint) and continued up to Willington Square where he eventually stopped. So I sent an email to Stagecoach and got a reply back within 2 hours by their main customer service team, and then today I got a follow up email by the Walkergate duty manager letting me know what was happening. That's the way it should be in my opinion. I could put the response in here if anyone wanted to see it without names etc.
(23 Dec 2016, 5:49 pm)Tom GNE and Arriva should take a note of Stagecoach customer services - their customer service is absolutely great.
It's very rare I complain about bus drivers, however I did as last Friday the bus driver on the 22 refused to let me off the bus even though I had pressed the bell (I told him and got absoulutely no response which is also really bad as I know they might miss stops but to ignore me is the main reason I complaint) and continued up to Willington Square where he eventually stopped. So I sent an email to Stagecoach and got a reply back within 2 hours by their main customer service team, and then today I got a follow up email by the Walkergate duty manager letting me know what was happening. That's the way it should be in my opinion. I could put the response in here if anyone wanted to see it without names etc.
(23 Dec 2016, 5:49 pm)Tom GNE and Arriva should take a note of Stagecoach customer services - their customer service is absolutely great.
It's very rare I complain about bus drivers, however I did as last Friday the bus driver on the 22 refused to let me off the bus even though I had pressed the bell (I told him and got absoulutely no response which is also really bad as I know they might miss stops but to ignore me is the main reason I complaint) and continued up to Willington Square where he eventually stopped. So I sent an email to Stagecoach and got a reply back within 2 hours by their main customer service team, and then today I got a follow up email by the Walkergate duty manager letting me know what was happening. That's the way it should be in my opinion. I could put the response in here if anyone wanted to see it without names etc.
(23 Dec 2016, 7:27 pm)Andreos1 Aye, stick it on if you could and just redact the names or any reference numbers.
Quote:I write following receipt of your complaint regarding our service 22 driver who failed to allow you to alight on the evening of Friday 16th December 2016. First and foremost I am extremely sorry that you have had a negative experience with one of our services, and I am very concerned to hear of the incident you have described.
At Stagecoach we invest a great deal of time and resources into providing comprehensive training for all of our employees. This training covers all aspects of the drivers’ role, but has a particular emphasis on driving standards and customer care. All of our drivers are aware that the fundamental role of a bus driver is to stop at designated bus stops and allow passengers to alight, so long as it is safe to do so. We regularly impress upon our drivers the crucial need to conduct a thorough final check before committing to departing or passing stops. Any report that a driver has failed to allow travel to allow a passenger to alight without good reason is fully investigated and treated very seriously.
I have launched an investigation into this incident, which will involve viewing the CCTV from the bus in question, and I will also arranged an interview with the driver concerned. At this interview I will be discussing this incident, and I will be taking the appropriate action in line with our company procedures to ensure that it is not repeated in the future.
Once again on behalf of Stagecoach in Newcastle I would like to offer my sincerest apologies for any distress or inconvenience that this incident has caused. I would also like to thank you for drawing this to my attention and enabling me to investigate and deal with this matter appropriately. I hope that this incident does not deter you from travelling with us again in the future.
Regards
(23 Dec 2016, 7:27 pm)Andreos1 Aye, stick it on if you could and just redact the names or any reference numbers.
Quote:I write following receipt of your complaint regarding our service 22 driver who failed to allow you to alight on the evening of Friday 16th December 2016. First and foremost I am extremely sorry that you have had a negative experience with one of our services, and I am very concerned to hear of the incident you have described.
At Stagecoach we invest a great deal of time and resources into providing comprehensive training for all of our employees. This training covers all aspects of the drivers’ role, but has a particular emphasis on driving standards and customer care. All of our drivers are aware that the fundamental role of a bus driver is to stop at designated bus stops and allow passengers to alight, so long as it is safe to do so. We regularly impress upon our drivers the crucial need to conduct a thorough final check before committing to departing or passing stops. Any report that a driver has failed to allow travel to allow a passenger to alight without good reason is fully investigated and treated very seriously.
I have launched an investigation into this incident, which will involve viewing the CCTV from the bus in question, and I will also arranged an interview with the driver concerned. At this interview I will be discussing this incident, and I will be taking the appropriate action in line with our company procedures to ensure that it is not repeated in the future.
Once again on behalf of Stagecoach in Newcastle I would like to offer my sincerest apologies for any distress or inconvenience that this incident has caused. I would also like to thank you for drawing this to my attention and enabling me to investigate and deal with this matter appropriately. I hope that this incident does not deter you from travelling with us again in the future.
Regards
Great response. They may not actually do anything but they create the appearance and attitude that they care about your business.
It's a really solid corporate response vs the GNE 'whatcha gonna do, aggressive response' . I actively avoid using any Go Ahead services where possible due to their woeful service.
(23 Dec 2016, 8:34 pm)Tom Sorry it wouldn't let me copy and paste it on my phone
vs. the Go North East response of they will pass it onto the depot.
(23 Dec 2016, 8:34 pm)Tom Sorry it wouldn't let me copy and paste it on my phone
vs. the Go North East response of they will pass it onto the depot.
(23 Dec 2016, 10:23 pm)Ambassador Great response. They may not actually do anything but they create the appearance and attitude that they care about your business.
It's a really solid corporate response vs the GNE 'whatcha gonna do, aggressive response' . I actively avoid using any Go Ahead services where possible due to their woeful service.
(23 Dec 2016, 10:23 pm)Ambassador Great response. They may not actually do anything but they create the appearance and attitude that they care about your business.
It's a really solid corporate response vs the GNE 'whatcha gonna do, aggressive response' . I actively avoid using any Go Ahead services where possible due to their woeful service.
(08 Apr 2017, 9:01 am)Andreos1 I wonder if it gives an example or is symptomatic of the culture or attitudes shown by the organisation?
Staff using copyright images without consent, drivers breaking the law when driving a vehicle carrying passengers and staff failing to respond to correspondence about said driving...
Arrogance is a word that jumps to mind.
Quote:Thank you for your e-mail to Go North East.
We aim to respond to enquiries by e-mail as soon as possible.
If you are reporting something that needs investigation, such as a specific complaint about a service or ticket, you will need to complete our online feedback form.
A discussion regarding Customer Services has been absorbed into a discussion on another part of the board. Adrian moved these posts here yesterday, for anyone who may have assumed they'd been deleted.
As I feel that that the two topics aren't related, I thought it best to reply in the thread we have set up to discuss dealings with Customer Services within this industry.
(08 Apr 2017, 9:01 am)Andreos1 I wonder if it gives an example or is symptomatic of the culture or attitudes shown by the organisation?
Staff using copyright images without consent, drivers breaking the law when driving a vehicle carrying passengers and staff failing to respond to correspondence about said driving...
Arrogance is a word that jumps to mind.
Quote:Thank you for your e-mail to Go North East.
We aim to respond to enquiries by e-mail as soon as possible.
If you are reporting something that needs investigation, such as a specific complaint about a service or ticket, you will need to complete our online feedback form.
(09 Apr 2017, 7:09 am)Dan A discussion regarding Customer Services has been absorbed into a discussion on another part of the board. Adrian moved these posts here yesterday, for anyone who may have assumed they'd been deleted.
As I feel that that the two topics aren't related, I thought it best to reply in the thread we have set up to discuss dealings with Customer Services within this industry.
Andreos1 - may I ask how long it has been since you initially logged your complaint with Go North East?
Has the company failed to respond, or is there a possibility that the company is still investigating your complaint? The last time I submitted an e-mail of complaint to Go North East's Customer Services Department, I received an automated response, as follows:
I noticed you made a post here regarding generic e-mail acknowledgements. Whenever I send an e-mail to someone with their 'out of office' enabled, I receive an e-mail back almost immediately (and indeed if it's someone within my organisation, I can read their out of office whilst I am composing my e-mail!) Did this not happen for you?
When submitting e-mails of complaint to organisations, I do like to receive an automated e-mail response to confirm that the organisation has received the e-mail. I also like it when a member of staff from the company responds afterwards, confirming that the incident is being investigated, with some feedback from a member of staff at a later date after the complaint has been investigated.
You say yourself that it was a 'serious complaint' - presumably one which would require investigation. CCTV would have to be downloaded, the bus' telematics system data would have to be analysed... Did you fill out the feedback form provided in the link on the automated e-mail response?
(09 Apr 2017, 7:09 am)Dan A discussion regarding Customer Services has been absorbed into a discussion on another part of the board. Adrian moved these posts here yesterday, for anyone who may have assumed they'd been deleted.
As I feel that that the two topics aren't related, I thought it best to reply in the thread we have set up to discuss dealings with Customer Services within this industry.
Andreos1 - may I ask how long it has been since you initially logged your complaint with Go North East?
Has the company failed to respond, or is there a possibility that the company is still investigating your complaint? The last time I submitted an e-mail of complaint to Go North East's Customer Services Department, I received an automated response, as follows:
I noticed you made a post here regarding generic e-mail acknowledgements. Whenever I send an e-mail to someone with their 'out of office' enabled, I receive an e-mail back almost immediately (and indeed if it's someone within my organisation, I can read their out of office whilst I am composing my e-mail!) Did this not happen for you?
When submitting e-mails of complaint to organisations, I do like to receive an automated e-mail response to confirm that the organisation has received the e-mail. I also like it when a member of staff from the company responds afterwards, confirming that the incident is being investigated, with some feedback from a member of staff at a later date after the complaint has been investigated.
You say yourself that it was a 'serious complaint' - presumably one which would require investigation. CCTV would have to be downloaded, the bus' telematics system data would have to be analysed... Did you fill out the feedback form provided in the link on the automated e-mail response?
I have to say, customer service is one area where Stagecoach are streets ahead of the rest. A simple tweet can often lead to a pretty comprehensive response from a lead driver, depot manager, etc, often on the same day. If there does need to be more investigation, then they make this very clear and give you a time frame. They've also got the best app, but that's another conversation entirely!
(09 Apr 2017, 12:19 pm)markydh I have to say, customer service is one area where Stagecoach are streets ahead of the rest. A simple tweet can often lead to a pretty comprehensive response from a lead driver, depot manager, etc, often on the same day. If there does need to be more investigation, then they make this very clear and give you a time frame. They've also got the best app, but that's another conversation entirely!
(09 Apr 2017, 12:19 pm)markydh I have to say, customer service is one area where Stagecoach are streets ahead of the rest. A simple tweet can often lead to a pretty comprehensive response from a lead driver, depot manager, etc, often on the same day. If there does need to be more investigation, then they make this very clear and give you a time frame. They've also got the best app, but that's another conversation entirely!
EYMS seem like a friendly team to deal with. The pictured conversation took place over a few minutes. Fast replies, friendly and commercially on point.
(09 Apr 2017, 6:14 pm)James101 EYMS seem like a friendly team to deal with. The pictured conversation took place over a few minutes. Fast replies, friendly and commercially on point.
Don't know where I got the idea EYMS serve Flamingo Land from. Maybe they did years ago. The in-laws are off there for a few days in summer. Spending 4 days in a static caravan in Yorkshire would be a form of torture for me.
(09 Apr 2017, 6:14 pm)James101 EYMS seem like a friendly team to deal with. The pictured conversation took place over a few minutes. Fast replies, friendly and commercially on point.
Don't know where I got the idea EYMS serve Flamingo Land from. Maybe they did years ago. The in-laws are off there for a few days in summer. Spending 4 days in a static caravan in Yorkshire would be a form of torture for me.
(09 Apr 2017, 7:52 pm)Adrian They've got the patter but no substance. They promised me a "full refund" on the Cityzap when I used it last year, until they found out I had a £20 group day ticket.
Don't get me wrong, I didn't expect a "full refund", but customers shouldn't be promised what can't be delivered.
(09 Apr 2017, 7:52 pm)Adrian They've got the patter but no substance. They promised me a "full refund" on the Cityzap when I used it last year, until they found out I had a £20 group day ticket.
Don't get me wrong, I didn't expect a "full refund", but customers shouldn't be promised what can't be delivered.
(09 Apr 2017, 7:56 pm)James101 After my conversation with EYMS, I messaged Coastliner and it took them hours to reply and they just directed me to their website. Must be a Transdev thing.
(09 Apr 2017, 7:56 pm)James101 After my conversation with EYMS, I messaged Coastliner and it took them hours to reply and they just directed me to their website. Must be a Transdev thing.
So why do GNE struggle so much? It has to be down to leadership and direction, perhaps at a lower level.
They have the branding, pretty colours, some decent drivers, modern brand vibe about them but their whole interaction on Facebook and indeed via phone is aggressive, dismissive, patronising and fails to take any ownership. I think the most annoying thing is the empathy. They try it but they are so bloody awful at it it comes across patronising.
(09 Apr 2017, 11:17 pm)Ambassador So why do GNE struggle so much? It has to be down to leadership and direction, perhaps at a lower level.
They have the branding, pretty colours, some decent drivers, modern brand vibe about them but their whole interaction on Facebook and indeed via phone is aggressive, dismissive, patronising and fails to take any ownership. I think the most annoying thing is the empathy. They try it but they are so bloody awful at it it comes across patronising.
(09 Apr 2017, 11:17 pm)Ambassador So why do GNE struggle so much? It has to be down to leadership and direction, perhaps at a lower level.
They have the branding, pretty colours, some decent drivers, modern brand vibe about them but their whole interaction on Facebook and indeed via phone is aggressive, dismissive, patronising and fails to take any ownership. I think the most annoying thing is the empathy. They try it but they are so bloody awful at it it comes across patronising.
(09 Apr 2017, 11:17 pm)Ambassador So why do GNE struggle so much? It has to be down to leadership and direction, perhaps at a lower level.
They have the branding, pretty colours, some decent drivers, modern brand vibe about them but their whole interaction on Facebook and indeed via phone is aggressive, dismissive, patronising and fails to take any ownership. I think the most annoying thing is the empathy. They try it but they are so bloody awful at it it comes across patronising.
(09 Apr 2017, 11:17 pm)Ambassador So why do GNE struggle so much? It has to be down to leadership and direction, perhaps at a lower level.
They have the branding, pretty colours, some decent drivers, modern brand vibe about them but their whole interaction on Facebook and indeed via phone is aggressive, dismissive, patronising and fails to take any ownership. I think the most annoying thing is the empathy. They try it but they are so bloody awful at it it comes across patronising.
I don't disagree with the majority of what has been said above, but I want to specifically focus on drivers.
My own experience is that the vast majority of drivers I come across, in all three big companies up here, are both friendly and accommodating workers. They're maintaining this despite the environment they're working in, where it is quite frankly a disgrace the attitude they get from some customers. We should acknowledge the professionalism in those situations.
You of course get a few bad apples, but that is the case in any company around the world.