Re: Cityrail Station Staff

["Tony Gatt" <baulko@optushome.com.au>]

Exactly.

Tony.

"David Bennetts" <davibenn@ozemail.com.au> wrote in message
e8ij6.810$v4.35173@ozemail.com.au">news:e8ij6.810$v4.35173@ozemail.com.au...
> If you were a shop assistant, you'd get complaints about the quality of
> goods, prices, etc. OK it's not your fault that the article falls to bits
as
> soon as the customer gets it home, or that it costs twice as much at your
> store as it does around the corner.
>
> If you were bank staff, customers complain about the high fees or
government
> taxes, or the time they have to wait in the queue. It's not your fault,
but
> you're an employee and have to wear it.
>
> The solution isn't going on strike, or telling us to go elsewhere.  Sure
you
> do a lot of things which you get little credit for, and get blamed for a
lot
> of things which aren't your fault.  You're in a service industry, and now
> you're whingeing about your lot.
> No doubt CityRail doesn't give enough (if any) training in customer
> relations - perhaps this is well overdue.
>
> Just put yourself in the average customer's shoes - if his/her train is
> running late, the worst thing that you can do is ignore the fact. He/she
> needs to get to work/uni/school or wherever, and expects trains to be
> running regularly and reasonably on time, and then come home again.  If
> there's a stuff-up with trains, then a lack of information only confirms
> that CityRail are disorganised and couldn't give a damn.  You as a
> front-line employee naturally will be on the receiving end.  If you try to
> empathise with passengers in such cases and appear to be trying to do
> something to help them, generally they will be more sympathetic.
>
> Regards
>
> David Bennetts
> Bowral
>
>