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Post by sid on May 27, 2018 5:11:12 GMT
And who can blame them? It's a tough job at the best of times but I'd imagine they've been to hell and back over the last week (as have station staff). There's not enough money in the world to pay people to sit at a computer screen (or on a platform) and deal with a 8-10 hour never ending torrent of sh*t / abuse. Being a "punch bag" for other people's failings is not in anyone's job description. Station staff perhaps but quite honestly the twitter team need to be a bit more thick skinned if indeed that is the reason? Any job in customer services involves dealing with angry customers and any abuse isn't personal. Surely a member of management should take over if necessary, closing this vital source of information at a time of major disruption is totally unacceptable although it does appear to be open again now.
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Post by ibus246 on May 27, 2018 9:17:19 GMT
And who can blame them? It's a tough job at the best of times but I'd imagine they've been to hell and back over the last week (as have station staff). There's not enough money in the world to pay people to sit at a computer screen (or on a platform) and deal with a 8-10 hour never ending torrent of sh*t / abuse. Being a "punch bag" for other people's failings is not in anyone's job description. Station staff perhaps but quite honestly the twitter team need to be a bit more thick skinned if indeed that is the reason? Any job in customer services involves dealing with angry customers and any abuse isn't personal. Surely a member of management should take over if necessary, closing this vital source of information at a time of major disruption is totally unacceptable although it does appear to be open again now. Yes exactly, like you’ve said, station staff understandable but for personnel in a non facing customer role it’s quite ridiculous - they’re the ones who applied for the job and angry Pax should be expected especially on a high profile company like GTR - they should remember the pax are shouting at the company not them personally.
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Post by snoggle on May 27, 2018 10:13:37 GMT
Station staff perhaps but quite honestly the twitter team need to be a bit more thick skinned if indeed that is the reason? Any job in customer services involves dealing with angry customers and any abuse isn't personal. Surely a member of management should take over if necessary, closing this vital source of information at a time of major disruption is totally unacceptable although it does appear to be open again now. Yes exactly, like you’ve said, station staff understandable but for personnel in a non facing customer role it’s quite ridiculous - they’re the ones who applied for the job and angry Pax should be expected especially on a high profile company like GTR - they should remember the pax are shouting at the company not them personally. I completely disagree. There will have been an absolute torrent of tweets over the last week. Who here has a job where the workload piles up by the second and where you have no control over the input and how quickly it arrives? Depending on the question being posed it may be a minute to close out a query or it may take far far longer. Meanwhile the people expecting answers may be getting angrier and angrier and taking it out on the twitter people. I'm sorry but no one is paid enough to have to endure abuse in whatever form. I've done customer facing work - I've been sworn at, called a scab, had my family insulted. You'll excuse me if I have a different view about this to other people. I've not run a twitter desk but my sense of things is that in times of high demand it's a thankless task.
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Post by sid on May 27, 2018 10:25:04 GMT
Yes exactly, like you’ve said, station staff understandable but for personnel in a non facing customer role it’s quite ridiculous - they’re the ones who applied for the job and angry Pax should be expected especially on a high profile company like GTR - they should remember the pax are shouting at the company not them personally. I completely disagree. There will have been an absolute torrent of tweets over the last week. Who here has a job where the workload piles up by the second and where you have no control over the input and how quickly it arrives? Depending on the question being posed it may be a minute to close out a query or it may take far far longer. Meanwhile the people expecting answers may be getting angrier and angrier and taking it out on the twitter people. I'm sorry but no one is paid enough to have to endure abuse in whatever form. I've done customer facing work - I've been sworn at, called a scab, had my family insulted. You'll excuse me if I have a different view about this to other people. I've not run a twitter desk but my sense of things is that in times of high demand it's a thankless task. Obviously face to face abuse or even during a telephone conversation is one thing but any abuse over twitter is aimed at GTR and the irate customer would know absolutely nothing about the person replying. It's totally different from online abuse directed to a personal account. I honestly can't see what the problem is, obviously if anybody is that easily offended then the job isn't for them.
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Post by Nathan on May 27, 2018 11:13:08 GMT
I completely disagree. There will have been an absolute torrent of tweets over the last week. Who here has a job where the workload piles up by the second and where you have no control over the input and how quickly it arrives? Depending on the question being posed it may be a minute to close out a query or it may take far far longer. Meanwhile the people expecting answers may be getting angrier and angrier and taking it out on the twitter people. I'm sorry but no one is paid enough to have to endure abuse in whatever form. I've done customer facing work - I've been sworn at, called a scab, had my family insulted. You'll excuse me if I have a different view about this to other people. I've not run a twitter desk but my sense of things is that in times of high demand it's a thankless task. Obviously face to face abuse or even during a telephone conversation is one thing but any abuse over twitter is aimed at GTR and the irate customer would know absolutely nothing about the person replying. It's totally different from online abuse directed to a personal account. I honestly can't see what the problem is, obviously if anybody is that easily offended then the job isn't for them. This. Cutting off a vital source of information at a time like this is really not ideal. It doesn't help the company image at all, which is the very thing the abuse is aimed at in the very first place. Sorry to say this but if you can't cope with abuse aimed at the company and not yourself as an individual, then why do the job?
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Post by lazy_eye_metaphor on May 27, 2018 11:45:20 GMT
TL have completely given up on the Rainham service today. There is an hourly Dartford - Rainham shuttle which I've heard is being operated by SE stock and drivers.
Perhaps it's better to do something like that daily going forward until TL get a grip of the situation - if they ever do.
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Post by Deleted on May 27, 2018 19:30:04 GMT
TL have completely given up on the Rainham service today. There is an hourly Dartford - Rainham shuttle which I've heard is being operated by SE stock and drivers. Perhaps it's better to do something like that daily going forward until TL get a grip of the situation - if they ever do. That’s not good enough. So much capacity has been lost. We’re now told “ As the Summer progresses” the new timetable will be gradually introduced, I’ve made alternative arrangements now as I know many others have, by abandoning the railway and returning to using cars.
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Post by lazy_eye_metaphor on May 28, 2018 12:06:58 GMT
TL have completely given up on the Rainham service today. There is an hourly Dartford - Rainham shuttle which I've heard is being operated by SE stock and drivers. Perhaps it's better to do something like that daily going forward until TL get a grip of the situation - if they ever do. That’s not good enough. So much capacity has been lost. We’re now told “ As the Summer progresses” the new timetable will be gradually introduced, I’ve made alternative arrangements now as I know many others have, by abandoning the railway and returning to using cars. Totally agree. TL have messed up big time. I think it's time they admitted it and introduced an emergency timetable that they can run robustly, at least for the time being. No use having a service that is running one minute then totally withdrawn the next. Latest: Rainham trains seem to be ok at the moment, although there are some capes on other routes. That however could completely change within the next two hours
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Post by galwhv69 on May 28, 2018 12:28:59 GMT
Brighton To Gatwick services are starting to collapse,next few trains from Blackfriars already cancelled
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Post by 700101 on May 28, 2018 13:56:46 GMT
Brighton To Gatwick services are starting to collapse,next few trains from Blackfriars already cancelled Some services are showing up as cancelled but are still running, problems with CIS I.e 9T30 (1412 from Blackfriars to Bedford) is showing as cancelled but is currently at Luton Airport Parkway. Some Brighton/Gatwick/Rainham services are running late due to making extra stops on the MML section due to St Albans/Sutton services cancelled, the majority of cancellations have been on the Sutton & Rainham services with no Horsham TL services today.
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Post by sid on May 28, 2018 14:34:33 GMT
Brighton To Gatwick services are starting to collapse,next few trains from Blackfriars already cancelled Some services are showing up as cancelled but are still running, problems with CIS I.e 9T30 (1412 from Blackfriars to Bedford) is showing as cancelled but is currently at Luton Airport Parkway. Some Brighton/Gatwick/Rainham services are running late due to making extra stops on the MML section due to St Albans/Sutton services cancelled, the majority of cancellations have been on the Sutton & Rainham services with no Horsham TL services today. Presumably Horsham/Peterborough and Brighton/Cambridge services resume tomorrow? Hopefully problems can be quickly sorted out, these new services have a lot of potential.
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Post by 700101 on May 28, 2018 19:00:16 GMT
Some services are showing up as cancelled but are still running, problems with CIS I.e 9T30 (1412 from Blackfriars to Bedford) is showing as cancelled but is currently at Luton Airport Parkway. Some Brighton/Gatwick/Rainham services are running late due to making extra stops on the MML section due to St Albans/Sutton services cancelled, the majority of cancellations have been on the Sutton & Rainham services with no Horsham TL services today. Presumably Horsham/Peterborough and Brighton/Cambridge services resume tomorrow? Hopefully problems can be quickly sorted out, these new services have a lot of potential. Yeah those services resume back tomorrow, the phased timetable will continue for a few more weeks as more drivers are Piloted/Trained through new routes/sections which is happening at a fast pace now so cancellations will drop, and the “Normal” timetable will start properly. And I agree a lot passengers are delighted with the new services when they are running.
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Post by snoggle on May 28, 2018 19:32:41 GMT
Presumably Horsham/Peterborough and Brighton/Cambridge services resume tomorrow? Hopefully problems can be quickly sorted out, these new services have a lot of potential. Yeah those services resume back tomorrow, the phased timetable will continue for a few more weeks as more drivers are Piloted/Trained through new routes/sections which is happening at a fast pace now so cancellations will drop, and the “Normal” timetable will start properly. And I agree a lot passengers are delighted with the new services when they are running. And that's why GTR will have to slog their way through because going back to the old timetable doesn't fix the problems of untrained staff. To misquote Yazz "the only way is forwards" (rather than up) - getting staff familiarised with stock and routes and removing the need for pilots eases the overall resourcing issues. I believe it should also reduce the risk of cascading problems as the day continues or if service disruptions arise dislocating staff and rolling stock. [ My comments are informed from what has been written / discussed on London Reconnections ].
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Post by Deleted on May 31, 2018 4:16:39 GMT
Check out @cathynewman’s Tweet:
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Post by snoggle on May 31, 2018 10:47:29 GMT
Check out @cathynewman’s Tweet: Good of him to call Chris Grayling a clown as the blame for much of this fiasco sits with the DfT or with bodies they directly control.
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