Great service in the most unlikely places..

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Trains are not usually the sort of places that you would expect to find excellent customer service, especially not trains packed to the gunnels with over tired business people during the morning rush hour.  But here I am on the early morning Grand Central train from York to London having a conversation with the ticket collector and thinking how great his service has been. To backtrack a few minutes, I’d boarded the train and was in the process of buying a ticket from the collector when he suddenly stopped in mid sentence, excused himself and started running down the carriage calling after a lady who he’d just let past.  I looked at my fellow passengers and we wondered if he’d realised that she had the wrong ticket and needed to pay an excess.

inspire

A minute later he reappeared and slightly out of breath told us that “I just realised that she was heading to the buffet car to buy a drink and I’d forgot to tell her that it would be free if she showed her ticket”. It was a simple gesture and one that was delivered with absolute sincerity. When I commented on this he simply said “well, it’s part of my job to look after the customers” and then he added “Grand Central is a really good company to work for, we all like coming to work each day”.  I wish I’d had time to explore this comment further but of course he had better things to do than to talk to me. But it did inspire a conversation around my table about customer service and how the simple gestures like this leave you with an overwhelmingly positive impression of an organisation.  It doesn’t mean that I won’t ever moan about broken air conditioning, delayed trains or overcrowded carriages, but this is definitely a company I want to travel with again.

Robin@Bluesky

Robin Mar - Blue Sky Performance Improvement

www.blue-sky.co.uk

Blue Sky Performance Improvement

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One Response to “Great service in the most unlikely places..”

  1. Simon Daisley Says:

    Meanwhile, on First Great Western, the guard (or Customer Service Advisor) has a face like a bulldog licking lemon juice from a nettle, and is doing an excellent job as sales prevention officer. He is resorting to the helpful line of ‘that’s just the way it is’ when questioned about the unbelievably complex charging structure and is displaying the emotional intelligence of an amoeba. This is what happens when people aren’t passionate about their employer: disengaged staff either ‘check-out’ and become part of the dysfunctional machine that is their employer, or, even more insidious, take the side of the customer and pour scorn on the company they represent.

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