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Post by COBO on May 28, 2014 1:31:35 GMT
The TrafficDroid™ was a joke. I wonder if he was being serious? He said he would change his ways but 2 hours later he was his usual self.
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Post by Steve80 on May 28, 2014 3:37:45 GMT
I felt the driver at Sutton Garage who was sent on GAL's customer awareness course at Q after a complaint was a bit pointless. From what I could see, he dealt with a chancer who didn't have his Oyster 16+ on him well and didn't get much support when he raised legitimate concerns about the job being more difficult. The driver at Sutton Garage was put on an awareness course due to some incident between a passenger and their child. The child was crying and the driver wasn't happy that the passenger was putting the child in a 'bear hug' while the child was screaming and crying. The operating manager then asked what the driver would do if he was the passenger with the crying child and he simply said that the situation would never had happened  We don't know the whole situation but it seems to me that the child is crying constantly and making a racket inside the bus which was annoying the driver. Maybe the driver tried to intervene but the passenger has taken exception to that and made a complaint. As for the training school, the driver is right in that the job has gotten harder. More passengers, road users, traffic, bus stops! They all lead to added pressure and stress. I was disappointed that the manager came in and dismissed his comments about it saying some drivers create the stress for themselves  The manager could have been a bit more sympathetic at least. |
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Post by smoothcriminal on May 28, 2014 5:24:38 GMT
I felt the driver at Sutton Garage who was sent on GAL's customer awareness course at Q after a complaint was a bit pointless. From what I could see, he dealt with a chancer who didn't have his Oyster 16+ on him well and didn't get much support when he raised legitimate concerns about the job being more difficult. The driver at Sutton Garage was put on an awareness course due to some incident between a passenger and their child. The child was crying and the driver wasn't happy that the passenger was putting the child in a 'bear hug' while the child was screaming and crying. The operating manager then asked what the driver would do if he was the passenger with the crying child and he simply said that the situation would never had happened We don't know the whole situation but it seems to me that the child is crying constantly and making a racket inside the bus which was annoying the driver. Maybe the driver tried to intervene but the passenger has taken exception to that and made a complaint. As for the training school, the driver is right in that the job has gotten harder. More passengers, road users, traffic, bus stops! They all lead to added pressure and stress. I was disappointed that the manager came in and dismissed his comments about it saying some drivers create the stress for themselves The manager could have been a bit more sympathetic at least. My favourite bit about that was the managing director coming and preaching with his condescending tone. I would have asked him what he knows sitting on his arse looking out of his window all day. |
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Post by mondraker275 on May 28, 2014 8:39:46 GMT
Was I seeing things or did cyclist man start sending people off with a red card?
I agree with the black lady who suggested that, it gets to a point where cyclist man is almost looking for action.
'Parent, Adult, Child' = Nonsense
Since when do customer service staff come and see someone about their issues?
And the driver at Sutton, as a parent, should be able to deal with crying babies a bit better. On this occasion it seems he was creating unnecessary stress on himself, in my opinion.
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Post by snoggle on May 28, 2014 9:56:03 GMT
I felt the driver at Sutton Garage who was sent on GAL's customer awareness course at Q after a complaint was a bit pointless. From what I could see, he dealt with a chancer who didn't have his Oyster 16+ on him well and didn't get much support when he raised legitimate concerns about the job being more difficult. I think I'm going to disagree with you. For me the telling comment was the one where the tutor or GAL MD (can't remember which) said that he was choosing to carry a load of stress with him. At that point a number of drivers in the room agreed with that remark so they could see he was not as relaxed and "chilled out" as he thought he was. Having three complaints in a year doesn't strike me as wonderful to be honest. Note I am not saying bus driving in London is not without stress or problems or "wind up" merchants. It clearly has all those things but as in every job there are ways of dealing with things. I could actually see a bit of me in that young bus driver - I've had phases where work stressed me way too much and when *I* decided to stop worrying / realised I couldn't fix the things I was worrying about life was much calmer.  I actually think the fact he's a young driver with a young son with all the pressures that brings just means he hasn't got quite enough life experience to be able to say "actually I don't know everything and I'm not going to worry about it".  I also have to wonder how he will cope with this "15 minutes of fame" on the telly as he's bound to be ribbed by his colleagues and recognised by the public "You're that grumpy *bleep* from that C4 show aren't you?" |
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Post by snoggle on May 28, 2014 10:02:19 GMT
My favourite bit about that was the managing director coming and preaching with his condescending tone. I would have asked him what he knows sitting on his arse looking out of his window all day. To which the obvious answer is "and what do you know about being a Managing Director of a multi million pound business sitting on your arse driving a bus?" Do you have any idea what sort of pressure a private sector MD will be under and the hours those guys work? Yes they are well paid (before you throw that one back at me) but they're never not "at work". They're always ultimately responsible for the business and can be called to account at any time. All this "evil lazy bosses" vs "hard grafting workers" stuff is not really a valid respresentation of real life. |
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Post by smoothcriminal on May 28, 2014 10:44:23 GMT
My favourite bit about that was the managing director coming and preaching with his condescending tone. I would have asked him what he knows sitting on his arse looking out of his window all day. To which the obvious answer is "and what do you know about being a Managing Director of a multi million pound business sitting on your arse driving a bus?" Do you have any idea what sort of pressure a private sector MD will be under and the hours those guys work? Yes they are well paid (before you throw that one back at me) but they're never not "at work". They're always ultimately responsible for the business and can be called to account at any time. All this "evil lazy bosses" vs "hard grafting workers" stuff is not really a valid respresentation of real life. I've not mentioned once about what it takes to an MD. I'm talking about the way he come in with his condescending tone basically telling the driver his job was easy. Does he drive a bus every day no |
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Post by snoggle on May 28, 2014 12:17:01 GMT
To which the obvious answer is "and what do you know about being a Managing Director of a multi million pound business sitting on your arse driving a bus?" Do you have any idea what sort of pressure a private sector MD will be under and the hours those guys work? Yes they are well paid (before you throw that one back at me) but they're never not "at work". They're always ultimately responsible for the business and can be called to account at any time. All this "evil lazy bosses" vs "hard grafting workers" stuff is not really a valid respresentation of real life. I've not mentioned once about what it takes to an MD. I'm talking about the way he come in with his condescending tone basically telling the driver his job was easy. Does he drive a bus every day no You suggested it involved "sitting on your arse and looking out the window". That's just wrong. I am sure Mr Trayner has and does drive buses on regular duties. I thought he said he did drive buses. This is common practice with senior management in the bus groups these days is it not? You do not have to do someone's job every day to have an understanding or appreciation of what goes on. I don't think his tone was condescending - he was offering an alternative view of how to approach the job. |
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Post by joefrombow on May 29, 2014 0:34:49 GMT
Just watched this how ridiculous is the traffic droid ? Have people honestly got that much time on there hands to go out of there way to cause altercations and then complain about them its madness seems as if people just seem to think because you do a job serving the public that they cannot ever be in the wrong and you must always be wrong , however he did do well to tell his fellow cyclists not to go through the lights other than appeared to me he was on a witch hunt for bus and taxi drivers,the bigger picture is people could and probably do lose there jobs over losing there cool for a hot minute because some people out there has a grudge on tfl !! Madness however I do see from the Go Ahead managers point of view that in effect the Customer is always right even if they are wrong..
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Post by rambo on May 29, 2014 2:26:27 GMT
The whole show was a joke................
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Post by snoggle on May 29, 2014 8:15:42 GMT
The whole show was a joke................ Why do you say that? |
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Post by Ice Prxnce on May 29, 2014 12:14:36 GMT
Just finished watching the programme and that cyclist is a fool, he's going up to drivers showing them red cards and insulting them when he's the one endangering himself! He even actually has the spare time to film and edit videos of other cars using his "TrafficDroid" while he's cycling.
If I was him, I would be very embarrassed because all of that is just silly behaviour.
Even that woman waiting for the W19 hasn't got anything better to do other than just tweet and complain about every trivial thing. Why couldn't she just walk down to Ilford Road and get 25 or 86 which are more frequent than just whinge?
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Post by snoggle on May 29, 2014 21:18:25 GMT
'Parent, Adult, Child' = Nonsense Since when do customer service staff come and see someone about their issues? Actually the parent, adult, child thing isn't nonsense really. It might seem like fluffy wuffy b*ll*cks when seen on the telly but if you stop and think about what was being said it was all about the likely risk of how the customer service staff *could* react when faced with utterly infantile and stupid behaviour. Obviously the programme focused on the more ridiculous examples of how people react but we can all do the "wah wah wah not fair, not fair, I want my own way, I want my own way" response when faced with a situation that's upset or inconvenienced us. As the tutor said on the film the natural adult response to "wah wah wah" is to tap someone on the head and go "there there, it'll be better". Now that might work with a 5 year old but when an adult behaves like a child and is then treated like one they'll blow their tops and "WAH WAH WAH Swear word, Swear word, I want to speak to your superior". The trick for the poor customer service person is not to go into "there there" mode. I've done face to face customer service work and it can be very hard work because the average person is a bit clueless as to what they want so you have to work through from basics which can be time consuming and a bit exasperating. Many people can't or do not want to cope with any level of complexity when you give them an answer. Worse many people have a preconceived answer so when you suggest something that doesn't fit with the answer they have in their head they go into "does not compute" mode and start trying to get you to give them the answer they want if it isn't a good answer. Had that experience multiple times when doing bus info during tube strikes - the time when the office people *do* go and meet the public. Passenger - I want to go to "x". Me - Ok catch that bus, then this bus, then walk from "y" Passenger - "walk?" (panic mode activated) Me - Yes it takes about 5 minutes to get from "y" to "x". I can't guarantee that you will be able to get on a bus at "y" to reach "x" so walking is better. Passenger - isn't there a direct bus? I thought the such and such bus went there!? Me - No the such and such bus doesn't go there and there isn't a direct bus. Now the best way is to do this. Passenger - why isn't there a direct bus? etc etc etc etc.     The passenger has simply stopped listening, just like a child does, when they hear something they don't like or don't want to do. It's just "wah wah wah" in a different form. |
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Post by rambo on May 30, 2014 0:11:42 GMT
The whole show was a joke................ Why do you say that? Because of the grief the TFL call handlers have to put up with and the fact they can't tell certain people to bugger orf!!! |
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Post by snoggle on May 30, 2014 9:08:51 GMT
Because of the grief the TFL call handlers have to put up with and the fact they can't tell certain people to bugger orf!!!  Customer calls Rambo Customer Service Centre Customer - I'd like to complain about the ... CS Rep - Sod off Customer 2 - I think it's disgraceful that CS Rep - Bugger orf Customer 3 - Could you tell me ab.... CS Rep - "bleep" "bleep" "bleepity bleep"  |
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The manager could have been a bit more sympathetic at least. 
I actually think the fact he's a young driver with a young son with all the pressures that brings just means he hasn't got quite enough life experience to be able to say "actually I don't know everything and I'm not going to worry about it". 
I also have to wonder how he will cope with this "15 minutes of fame" on the telly as he's bound to be ribbed by his colleagues and recognised by the public "You're that grumpy *bleep* from that C4 show aren't you?" 
