A friend travelled on the 4.15pm service from Haymarket to Glasgow with Free wifi and no seats. Answer from the guard to everyone who complained ‘ you don’t buy a seat, only a carriage mate/dear.’
Travelling on a train from Aberdeen to Glasgow, I heard a customer complain about the trolley having no coffee or tea left. The answer – ‘ It depends where you sit on the train – it’s just your Donald Duck’
There are 2 points here. At RFM, we run many customer service programmes.
On occasions, I have thought that customer care and how to deliver it should be obvious! However, apparently not! The examples above show we need to be prepared for how to handle all tricky situations that our colleagues and other departments can land us in. The department of the internal customer is just as important as techniques for the external customer.
Point 2 – I am not really having a ‘pop at Scotrail who, by and large do a tremendous job with good rolling stock, good timetables and well turned out staff, but you can never rest on your laurels.
Good customer service brings ‘ raving fans’ who talk about you. In today’s world, indifferent customer service, caused by issues that are easily sorted, makes the most reasonable and mild mannered individuals put everything on social to tell their friends and the world!!
For more information on great customer service programmes, you can download our customer services factsheet.