(21 Aug 2013, 7:46 pm)gtomlinson wrote 7) For gods sake train your staff. To you it might not be a major thing that a 56 was 15 minutes late and someone had to get a taxi to hospital/work etc but THAT is the most important thing that will affect them that day. Treat it like that.
Completely agree with the whole of this post but especially the bit quoted above. The Green Flag (I think) TV advert sums this up perfectly highlighting that a breakdown might not be headline news to everyone else, but it is to you. GNE are pretty unprofessional and utterly non-empathetic in their responses to the huge number of complaints - many may be trivial, but they seem to fail to understand the impact a 20 min delay can have on (presumably the majority of fare paying) customers who need to get somewhere on time - appointment, interview, work, school etc. The out of hours trolls of course are even worse. Social media is important but I think is causing more harm than good for GNE. They'd be better off allowing only GNE to post at any time (to highlight offers, delays, service changes etc) and invest in other non-publicly viewable media to enable real time resolution of issues. Allowing comments will inevitably lead to public airing of complaints and public demonstration of an apparent attitude of contempt for customers (both by GNE and their wannabe trolls).