Re: CityRail Has A Bad Night and Stupid DVA's

["Ronald BESDANSKY" <ronbest@bigpond.com>]

"Hoges" <pghogan@NOSPAMbigpond.com> wrote in message
HID86.3556$65.21662@newsfeeds.bigpond.com">news:HID86.3556$65.21662@newsfeeds.bigpond.com...
> (Caution - Long Post - Soapbox mode well and truly ON!)
>
> Large snip.....
>
> Foe heavens sakes guys, when a serious network disruption occurs, and
> the timetable goes out the window , TURN THE BLOODY DVA's OFF; they
> make the situation worse!  The repeated and inane "CityRail regret
> any inconvenience caused" only inflame the public more in these
> circumstances.
>
> Having been trained in customer service, this goes against every
> principle of managing your customers. All the high tech fancy stuff
> might sound impressive when the system is running normally, but in
> crisis management, passengers want to be told SOMETHING, even if it
> is no news or bad news. One simple announcement at Hornsby tonight would
> have
> sufficed, along the lines of " Your attention please, owing to a severe
wind
> storm which has brought down overhead wires, services are disrupted
> on all lines. Please stand by for further information as it comes to
> hand."   No , it appears the common sense gene has been selectively
> bred out of station attendants, either that or they are simply not
> trained at all; their blinkered management placing infinite trust in
> an automated system to cover all eventualities.
>
Any chance of a centralised announcement system, so that the people who do
KNOW what's going on (signallers, train controllers) can tell the poor
suckers (oops, "customers"), what's happening? It would be easier to have a
few people who know how to speak correctly over a PA system concentrated at
these points rather than having to rely on the vast array of platform staff
who, presumably, do NOT have the said ability as one of their job
requirements.


--
Rgds

Ron Besdansky
(Computer system project manager and rail enthusiast)
Ph: +61 (0)2 9413 1136 (0900h - 2300h UT +11h) (Home)
      +61 (0)417 671 541 (0900h - 2300h UT +11 h) (Mobile)