Re: Great Service City Rail

[paulrw@xa2.com.au (paul)]

On Sat, 29 Apr 2000 08:48:23 +1000, "Keith" <K_Walters@email.com>
wrote:

>David,
>
>I have just read your comments (copy below). If you had waited a short while
>before firing off a reply in defence of your employer and colleagues, you
>would have read for yourself other examples of the moronic behaviour I and
>others are referring to.
>
>It seems that the whole of City Rail is hell bent on defending itself and
>does not accept criticism very well.
>
>The comments in this NG are a small cross-section of the frustrations that
>most passengers experience on a regular basis.  Talk to any regular train
>commuter and they will have a City Rail horror story to tell.
>
>When we complain, all you people can do is blame someone else for the
>problem, deny any responsibility, hand over a complaint form, go on the
>defensive or hide behind a rule, but no time does any one take the imitative
>and try and sort out the problem in a responsible way or make a real effort
>to keep passengers informed.  It would appear that this practise  is
>"policy", as it is practiced from the most senior levels of management right
>down to the front line staff.
>
>Most orginisations are able to learn and grow from their mistakes, City Rail
>just defends them and  throws on a new coat of paint and increases the
>fares!
>
>David, if there were a few more employees with your level commitment to
>service then comments such as mine would not be necessary.  Its my guess is
>that no one from City Rail management (at any level) will have taken the
>time to read the comments posted to this NG or even attempted to contact me
>or others regarding our concerns.  A copy of my original email was sent to
>CR and guess what, no reply!

Use the correct protocol. Ring 131500 (Your Say Line, leave your phone
number, and they will get back to you (no senior managers
unfortunately, just a customer relations officer). 

paul x is the spam filter
>
>I rest my case.
>
>Keith
>_____________________________
>> You morons at City Rail
>
>Thankyou so much. You wonder why staff find it difficult to be pleasant to
>passengers when they receive this tirade all the time.  The front line
>staff,
>the ones who you like to call morons, are trying their damnedest to give you
>a
>good service, but are let down by people who they have never met.  All they
>get
>for their efforts is abuse such as this.
>
>--
>David Johnson
>trainman@ozemail.com.au
>
>
>