(16 Jul 2022, 5:09 pm)Ambassador wrote The public facing responses, which the vast majority of people will judge interactions on are horrendous. They are confused, there’s no one tone/voice and are conflicting as well as overly defensive. 

The opening hours thing leads to poor/incompetent leadership or a lack of understanding of customer needs, which is rife throughout the industry and not just GNE, though the others don’t have better than ever plastered on their socials.

I can imagine its an awful environment to work in at the moment, especially when the majority of contacts are going to be negative experiences. Just to highlight this, two tweets from Friday in a row:



The way some customers speak to employees is a disgrace. I hope GNE and other companies report these tweets as being abusive.

In my own experience, I find the vast majority of responses to be fine, even if I fundamentally disagree with the content. I find you get a better response logging a ticket than using Social Media.

I do agree some of the responses can be overly robotic, but I think that's the same in quite a number of businesses, and its usually down to the management not trusting staff to issue their own responses. Even though customers prefer a personal response.

Other companies seem to do things a lot better. LNER, for example, come across much more personal in the way they communicate with customers. But they are not without fault.

On the opening hours; this has been brought up time and time again, and I agree with comments that the hours should betger reflect the hours of operation - and certainly 7 days a week.

Its a disgrace this hasn't been changed with the amount of disruption right now, especially when vulnerable customers are potentially being left abandoned.

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