(29 Mar 2013, 7:44 pm)gtomlinson wrote Thanks to everyone who put their thoughts forward on the GNE Facebook page, was interesting.
To that end, I've come up with a few proposals to improve the service.
- Close the wall out of office hours. Arriva used to do this. When no-one can moderate the page is when it's at its worst
- Ian et al, are not paid customer service professionals. Ban them from commenting. They are encouraging conflict. Customer Service is not about pointing to rule A.45 and defending everything. Sometimes it's about hands up and saying 'Sorry' not ' Sorry but what do you expect?....'
It doesn't present a strong brand image when enthusiasts (no offence as I'm one!) are seen as representing your company, why are they even there? Do they have lives? (It's every night...all night!)
- Make it clearer it's not a complaint website and provide better information. When people ask 'What time is the 28A?' Don't give them a link, they want a one stop shop of information.
Interesting, gtomlinson. I'd actually been thinking along the same lines for quite some time now.
Something additional that I had thought of was suspending posting during the likes of bad weather. It's not practical at all trying to answer every single post asking the same question - simply have bulletins every half hour/on the hour, and nothing else. After all, you can only prepare a meal for someone. You can't force them to eat it too.