(16 Jul 2022, 6:01 pm)Adrian wrote 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. 

I appreciate at the moment it'll be worse than usual, but if we're honest if you're going into customer services you know it's going to be mainly negative experiences going in. 

If I've just bought a bottle of Fanta and I enjoy drinking it, I'll go on with my day as normal. If I buy a bottle of Fanta and it looks/smells/tastes funny or if I was overcharged and didn't realise, or if the bottle had already been opened/tampered with - I'm going to complain. It's extremely rare that people would contact customer services to say that a drink they like tastes nice - the same applies to bus services.

I expect my bus in the morning to turn up, and to turn up close to time. I can understand it being a bit late, and to be honest even if it didn't turn up one day having always turned up otherwise I'd probably give them the benefit of the doubt. The issue comes when it's constantly 10+ late, or if it doesn't rock up at all 2 days a week - and then I'd complain. But unless I get on and there's £1m waiting for me I'm not taking time out of my day to thank them for turning up, my thanks for that is the money I give them.