(18 Apr 2014, 5:03 pm)Marcus wrote Hi all,

I just thought it would be nice to post a thread; I've chosen the topic to be Employee Issues, like if a driver or someone on the phone in Customer Services has been rude to you or something, then you could post the story here and discuss it or share similar incidents; just sort of release a bit of built-up frustration. At the end of the day, a problem shared is a problem halved. In the past I've had several issues where GNE people have been rude to me, and I think it will be interesting to see a few other stories. But, any sort of story from any company; GNE, ANE (or United), SNE (or Busways) or independant operators.

I'd like to make it clear that nobody is allowed to tell anybody their story is a) fake, b) untrue, c) exaggerated, d) not worth whining about. I of all people enjoy a good old moan to release a bit of frustration, so feel free to post whatever sort of story you want.

Cheers,
Marcus

(18 Apr 2014, 8:47 pm)Marcus wrote While I must admit Go North East do offer excellent customer service and have some incredibly local members of staff, there is one employee (the woman who works in the Chester Travel Centre) who I had a problem with a while back.

It was a couple of days before Christmas, and I went into the Travel Centre in Chester to pick up a few leaflets and timetables for the recent service changes. It was chucking it down outside and so I decided to stay a little longer, and I engaged in a conversation with a driver who was sheltering. I purchased a Tale of The Century book from the woman who works there, and she barely looked up from her newspaper. I continued to talk with the driver for a while about how pointless it was bringing out a children's book with about a dozen words per page at the price of three quid before bringing out an anticipated collection of stories and memoribilia. After a couple of minutes, I told him I was going outside to talk to Gary Wheatley, and he said he was due to go on a 21 in a few minutes and that he should probably go and talk to him, but not before I added that there wasn't much of an atmosphere in the travel centre. She looked up and told me to get out because I was being rude. I asked her what I had done, and she walked out onto the shop floor and screamed at me to GET OUT. I was taken aback, as was the driver, who stood there staring at her, like a few people who had stopped in their tracks outside in the rain to see what was going on. I quickly left before anything else happened.

I went in a few weeks later the next time I was off school, and when I asked her if she thought I should do university in order to have a better chance with becoming a manager or something like that. I then asked her if she went to university in order to get her job (you know, sometimes you don't know what is needed for a job these days), and she said 'I don't want to talk about my personal life, thank you'. I left immediatley and haven't been back since. Everytime I pass though, she's sitting reading her newspaper, not remotely interested in anything going on around her. The way she shouted at me (a customer) that day has left me constantly thinking about filling in a formal complaint, but I would feel guilty if somebody lost their job as a result of myself, but with the way she talks to customers and goes about doing her job, she doesn't deserve to be in one.

I'm just wondering if you can give me any advice on what to do about her/or if she ever does it again. Anything to say back to her?, or do I just get the supervisor?

Cheers,
Marcus

(18 Apr 2014, 9:06 pm)aureolin wrote I've never been in the Chester travel shop for ages, so can't really comment. I'd recommend just writing to customer services if you've had a bad experience. Certainly no member of staff should be shouting at a customer like that and being abusive. You'd also expect someone on the front line to be paying full attention to the customer not the daily rag.

(18 Apr 2014, 9:10 pm)Marcus wrote Exactly. They pay her to sit and read a newpaper, I mean, does she even have the authority to throw someone out? She gives half an answer to anyone who inquires, and in some cases doesn't even look up from her newspaper. I recommend going in for yourself just to see how bad the customer service is there. What if she does it again, do you have any good advice on stuff like comebacks? Should I just say, if she's rude again, perhaps; 'would you like me to refer this to your supervisor', or 'just be grateful your in a job, you can lose it faster than you got it'?

(18 Apr 2014, 9:14 pm)aureolin wrote I always stick to a firm line that nobody deserves to be abused for doing their job, no matter how bad you perceive them to be doing the said job. That being said, the best option is to always walk away from it, and report it via the formal channels. Doing anything else is simply putting yourself in the position of having some level of blame attributed to you.

(18 Apr 2014, 9:15 pm)Marcus wrote I suppose that is true, the more one adds then the more deeper you get. I'd just rather not see her in there at all; give the job to somebody who deserves to be in a job and wants to be in one.

(18 Apr 2014, 9:22 pm)aureolin wrote See I'd always argue that it should never be allowed to happen in a company. Companies should be ensuring that all their staff are properly motivated, trained, and performing in their roles. Something which I believe Nexus will look to enforce operators to deliver as part of QCS, although I do believe that's a bit rich, considering some experiences I've had with them.

I do have to say that I find GNE's centralised customer services team to be more than helpful, considering that I'm first to admit, I can be a right pain in the arse sometimes. I was compensated with a 1 day all zones BuzzFare ticket the day I got stuck on a broken down 5259. In comparison, I was left stranded by the last Arriva X2 to Newcastle breaking down at Chester Le Street, and was offered sod all. I didn't even get a sorry in the "apology" that I was given.

(18 Apr 2014, 8:47 pm)Marcus wrote While I must admit Go North East do offer excellent customer service and have some incredibly local members of staff, there is one employee (the woman who works in the Chester Travel Centre) who I had a problem with a while back.

It was a couple of days before Christmas, and I went into the Travel Centre in Chester to pick up a few leaflets and timetables for the recent service changes. It was chucking it down outside and so I decided to stay a little longer, and I engaged in a conversation with a driver who was sheltering. I purchased a Tale of The Century book from the woman who works there, and she barely looked up from her newspaper. I continued to talk with the driver for a while about how pointless it was bringing out a children's book with about a dozen words per page at the price of three quid before bringing out an anticipated collection of stories and memoribilia. After a couple of minutes, I told him I was going outside to talk to Gary Wheatley, and he said he was due to go on a 21 in a few minutes and that he should probably go and talk to him, but not before I added that there wasn't much of an atmosphere in the travel centre. She looked up and told me to get out because I was being rude. I asked her what I had done, and she walked out onto the shop floor and screamed at me to GET OUT. I was taken aback, as was the driver, who stood there staring at her, like a few people who had stopped in their tracks outside in the rain to see what was going on. I quickly left before anything else happened.

I went in a few weeks later the next time I was off school, and when I asked her if she thought I should do university in order to have a better chance with becoming a manager or something like that. I then asked her if she went to university in order to get her job (you know, sometimes you don't know what is needed for a job these days), and she said 'I don't want to talk about my personal life, thank you'. I left immediatley and haven't been back since. Everytime I pass though, she's sitting reading her newspaper, not remotely interested in anything going on around her. The way she shouted at me (a customer) that day has left me constantly thinking about filling in a formal complaint, but I would feel guilty if somebody lost their job as a result of myself, but with the way she talks to customers and goes about doing her job, she doesn't deserve to be in one.

I'm just wondering if you can give me any advice on what to do about her/or if she ever does it again. Anything to say back to her?, or do I just get the supervisor?

Cheers,
Marcus

(19 Apr 2014, 1:49 pm)Roland Pratt wrote To be honest I'm not surprised. United/Arriva's office had a notice up for years saying 'not to be used as a waiting room'. You sheltered there from the rain, slagged off a book you had just bought there and then complained about the atmosphere!

(01 May 2014, 6:13 pm)Dan wrote Speaking of Arriva Customer Services, I'm still waiting for my reply from them with the complaint I made last Saturday. Quick enough to respond to a question about a bus fare, but it comes to a complaint and you're lucky to get a response.

Granted, it's only been four working days and they say they aim to reply within ten working days if it's a complaint... But y'know.

(01 May 2014, 6:13 pm)Dan wrote Speaking of Arriva Customer Services, I'm still waiting for my reply from them with the complaint I made last Saturday. Quick enough to respond to a question about a bus fare, but it comes to a complaint and you're lucky to get a response.

Granted, it's only been four working days and they say they aim to reply within ten working days if it's a complaint... But y'know.

(15 May 2014, 10:35 am)Dan wrote Hurrah! I received a phone call today, in the middle of an exam. Good job my phone was downstairs in the office, eh?

They left me a voice mail asking me to get back in touch with them on an 0844 number (pfft, not likely - I used the 0191 number and was re-directed) with the reference number being quoted.

The bloke took about ten minutes to find the e-mail from the depot and then read the e-mail out to me. The e-mail from Whitby to Customer Services essentially quoted the Conditions of Carriage and said I was not entitled to a refund due to the traffic in Whitby being outside of their control. The high levels of traffic in Whitby was due to "Goth Weekend". In regards to the sick that was on the back of the upper deck, swapping vehicles would not have been appropriate due to high passenger numbers. Funny how about less than ten actually remained on the bus after alighting at Whitby for Middlesbrough - but we'll not go there...

Great experience as always...not. At least I got a reply though - eventually. 19 days and a phone call to quote their website instead of the preferred option of e-mail, a proper explanation and a free ticket! Nevermind...

(15 May 2014, 6:13 pm)robisdave15 wrote Tis funny that? Was just thinking about Arriva CS when I saw your post. First question is ? What is the point of them? 2nd, Why employee real people when a machine can trot out the excuses and is cheaper and why does, in this age of technology, take 10 working days to respond? When I worked in CS our aim was to respond to customers? Complaints, queries or whatever immediately and if we couldn't then access the information/whatever and get back to them as soon as. Not only that we didn't deal in excuses; an excuse in my eyes is an excuse for shoddy service and Arriva must be well versed in it!

(15 May 2014, 6:32 pm)Marcus wrote I've only just remembered this as I was flicking through the threads, but when I was about 3 my late grandad and I were walking around Chester when he asked me if I wanted to go and look through the depot doors (not enter, just peak through and see what was happening). We walked along Picktree Lane, and got to the middle door (the one where the buses exit) when a managerial figure (he was probably nothing of the sort, just appeared to like to think he was) asked us what we were doing. My grandad explained to him that we were just watching the buses, and the guy said 'Oh no your not, now F*** off!'.

(15 May 2014, 7:17 pm)aureolin wrote How nice. Standing in a public place and you're apparently in the wrong. I'd have loved to have that argument. It wouldn't have ended well at all.

(10 Jun 2014, 11:01 am)northern156 wrote Just been shouted at by a very rude 'manager' at Gateshead to stop taking pictures. I wasn't doing anything wrong for f*cks sake!

(10 Jun 2014, 2:05 pm)northern156 wrote He whistled and shouted ' oi come here' so I waited for him to walk round. Then he started talking to a couple of people so I thought 'eff this' and walked back to Newcastle. Stupid old pr*ck. I was standing at one of the stands with my camera.