(01 Aug 2014, 4:52 pm)aureolin wrote Yup - and this is why I hope the Vix tracking solution, that citaro5284 mention not so long ago, is used to it's full potential. If customer services had screens in their office reporting late runnings, bus positions, congestion, etc. Then there'd be absolutely no need for them to go to speak to anyone as it's all in front of them.
I've worked in a network monitoring centre (NMC) office before, and you've got a similar set up, but obviously to manage network devices, traffic, etc. It's so handy though as we could see any alarms and pretty much resolve the issue before anyone noticed there was one.
Example NMC office design:
(02 Aug 2014, 5:21 pm)Tom wrote Pissed off beyond belief today like.
The 1 left three minutes early from Ghead, then when I got off the metro, the driver drove past my stop and when I told him he said ''tough'' and put me off at the next stop! Lovely email to GNE tomorrow!
(02 Aug 2014, 8:10 pm)Jimmi wrote All of Arriva's OmniCitys are loud if you sit under the speaker, the first time I rode one I almost had a heart attack.
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(07 Sep 2014, 8:15 pm)Tom wrote This is shocking: https://www.facebook.com/video.php?v=10201604327668739
(07 Sep 2014, 9:11 pm)DaveyBowyer wrote Bang out of order! I know the driver might not have been driving at the time but he could've at least calmed the lad down and offered to help him out!
(07 Sep 2014, 8:15 pm)Tom wrote This is shocking: https://www.facebook.com/video.php?v=10201604327668739
(07 Sep 2014, 8:15 pm)Tom wrote This is shocking: https://www.facebook.com/video.php?v=10201604327668739
@RemployCEO
Bus driver demonstrates shocking attitude when confronted by guy he knocked off his bike @gonortheast https://t.co/A1BelEqn2o
(09 Sep 2014, 8:08 pm)aureolin wrote But it'll never take away morons who think that they're invincible. Maybe it's a culture issue?
(07 Oct 2014, 4:08 pm)Dan wrote Sent an e-mail off to Go North East this afternoon after an experience with a rather rude driver, of whom tutted and made a remark about me using the 60 service for such a short journey. Also mentioned the removal of the external smart card readers and how only a couple of Deptford vehicles have had them removed, leaving customers confused as to which reader they should be using to scan their smart cards.
Got the generic automated response back straight away and now awaiting my response!
Also sent an e-mail off to Stagecoach North East this afternoon, asking for assistance with the fleet list archive. After just over 30 minutes, I got a reply from a Customer Services assistant, asking for permission to pass my e-mail address on to other employees who may be able to assist me. Fingers crossed! I never really e-mail Stagecoach with complaints (just tends to be enthusiast-related queries), but I'd be mightily impressed if it was the norm for these e-mails to be responded to (personally) in less than an hour!
@aureolin - have you had an answer from Arriva yet?
(07 Oct 2014, 6:13 pm)Marcus wrote I used to get drivers rolling their eyes all the time when I got on at the Cricket Ground in Chester and said, 'Chester, please'. The typical response was, 'bloody hell - you're in Chester!'.
(07 Oct 2014, 4:08 pm)Dan wrote Sent an e-mail off to Go North East this afternoon after an experience with a rather rude driver, of whom tutted and made a remark about me using the 60 service for such a short journey. Also mentioned the removal of the external smart card readers and how only a couple of Deptford vehicles have had them removed, leaving customers confused as to which reader they should be using to scan their smart cards.
Got the generic automated response back straight away and now awaiting my response!
Also sent an e-mail off to Stagecoach North East this afternoon, asking for assistance with the fleet list archive. After just over 30 minutes, I got a reply from a Customer Services assistant, asking for permission to pass my e-mail address on to other employees who may be able to assist me. Fingers crossed! I never really e-mail Stagecoach with complaints (just tends to be enthusiast-related queries), but I'd be mightily impressed if it was the norm for these e-mails to be responded to (personally) in less than an hour!
@aureolin - have you had an answer from Arriva yet?
(07 Oct 2014, 4:08 pm)Dan wrote @aureolin - have you had an answer from Arriva yet?
(07 Oct 2014, 7:22 pm)aureolin wrote Nope. I did have a couple of missed calls from their geographical number, despite requesting a response in writing. I do like that they attempt to pick up the phone and informally resolve the issue, but it's a bit too late in the day for my liking. It's the sort of thing you do in the first couple of days! And not to people who specifically state a medium for response.
(07 Oct 2014, 7:25 pm)Dan wrote When I sent my complaint about the X93, I got the same. They eventually left a voicemail, asking me to get back in touch with them quoting a reference number.
If my memory serves, I also requested a response by e-mail as I was busy with school (possibly during or near exam time), but still got the phone call...
(07 Nov 2014, 10:34 pm)Andreos1 wrote Two perspectives on social media in the passenger transport sector.