Staff accused via Twitter

[scotraildriver]

Unfortunately for staff Twitter is becoming the bain of our lives. I was travelling to work last week in uniform (I am a driver) and a passenger tweeted to my emloyer that their member of staff was "sitting looking out of the window instead of selling her a ticket and I should be sacked for laziness!)

 

[Clip]

Some TOCs have policies/terms of employment which include off duty drinking whilst wearing identifiable uniform and consider it a disciplinary matter. Others have policies about wearing identifiable uniform on licensed premises (regardless of actually drinking anything), staff have to be very careful these days and even a 'one off' could be very costly for them.

Indeed. We have the no going into licensed premises in uniform rule or we tell them to cover up the logo if they do.

As I say we don't really know what went on fully here but I'm sure EC got in touch with guard and have found out what was happening.

No need to be jumping to any conclusions about this as again, with so many threads/complaints shared on this board, we only have one side of a story.

 

[richw]

The number of complaints we get in my industry that we have to tell the customer isnt a complaint and were not upholding the complaint is unbelievable. The complaint definition is that it must be about actions, policies of processes of the company, yet the number of complaints about at action of the customers bank not paying a Direct Debit is astronomical, because the banks fob the customers off.

 

[A-driver]

I think rail companies do generally do a good job in twitter from what I have seen but the issue with twitter is that it's difficult to actually explain the reasons for things in a few characters that twitter allows. I have seen a few complaints on twitter where the complainer is accusing staff (normally drivers) of doing something wrong where there are reasons for the behaviour (often complaints that the driver closed the doors and went 5 secs early whilst they were running up the stairs to the platform. Trying to explain that the driver was in the right and often can't see the stairs/platform entrance from the monitors is difficult in a handful of words!)

I think a good way of summing things up is that the rule 'the customer is always right' dosnt actually apply to the railway where things are done a numerous reasons.

 

[big_dirt]

This may seem a good course of action, but is unrealistic. How would such a ban be policed?

Enforcing it is not the issue. Just tell them that they are banned and then they will either not travel or else have it at the back of their mind each time they break the ban. Either way it lets them know that their behaviour was not acceptable.

 

[moggie]

This could easily amount to defamation aginst the named individual. Said tweeter had better be mighty clear about their facts once putting names into a public domain. Seems some people learn nothing when it comes to the potential damage their public utterances can to an individual and their career. Mud sticks.

A certain Lord with the financial clout has ably demonstrated how do deal with this sort of mud slinging and gutter sniping. Said tweeter had better hope that the employees union doesn't decide enough is enough and nip this in the bud.

If an individual percieves a problem then report it to another member of staff or talk to someone on the phone. Making such a serious allegation against an individual in public without proof is risking serious trouble if it turns out later to be entirely innocent.

 

[transmanche]

If an individual percieves a problem then report it to another member of staff or talk to someone on the phone. Making such a serious allegation against an individual in public without proof is risking serious trouble if it turns out later to be entirely innocent.

I don't think these tweets are 'public' in the way that many may think.

If you went to visit twitter.com/eastcoastuk and actively looked for this tweet, then yes you will have found it. People who merely 'follow' East Coast on Twitter will not have seen it. Most people who use Twitter tend to use an app (either on a computer or on a phone). Even those who use the website will tend to watch their own timeline, so would see general tweets sent by East Coast - but not tweets addressed to East Coast, or their replies to such tweets.

I see nothing wrong with the initial tweet to East Coast - but what East Coast should have done is to follow that person and reply to them asking for a DM with more details.

 

[scotsman]

Seen it. The lack of punctuation in the complaint doesn't make it clear who he is complaining about. Believe it or not, this guy is an enthusiast, I met him some years ago.

 

[Cherry_Picker]

Unfortunately for staff Twitter is becoming the bain of our lives. I was travelling to work last week in uniform (I am a driver) and a passenger tweeted to my emloyer that their member of staff was "sitting looking out of the window instead of selling her a ticket and I should be sacked for laziness!)

I find it quite amusing sometimes. Today somebody was complaining bitterly to my lot (Chiltern) that the guard on our train to Manchester was a disgrace.

 

[RichmondCommu]

This sort of squabble doesn't belong in the public domain on twitter, passengers, if they have a genuine problem, should contact the Customer Services department and let company procedure take its course. I think if people weren't able to instantly get their frustration out there a lot less complaints would come through if they had to put time and effort into composing a proper letter or email of complaint.

Eh? Customer complaints should be encouraged so if there is a genuine problem it can be acted on in order to improve the service offered. However, of course if the complaint is malicious that is a different matter entirely. I really don't see why customers should be prevented from making a genuine complaint in public. TOC's should have nothing to hide from customers.

 

[Cherry_Picker]

I dont think he is saying that. The point is that since the internet (and especially since smartphones & Twitter became a thing) the signal to noise ratio has nosedived.

 

[RichmondCommu]

I dont think he is saying that. The point is that since the internet (and especially since smartphones & Twitter became a thing) the signal to noise ratio has nosedived.

Yes I understand that but there is no requirement for a TOC or indeed any organisation / individual to have a Twitter account.

Personally I think the EC employee was a bit silly in choosing to enjoy an alcoholic drink whilst wearing their uniform. Why didn't they just get changed in the toilet / staff area?

 

[Cherry_Picker]

That is daft. I dont know about non safety critical staff, but those of us who are safety critical are strongly advised to never drink booze in uniform even if we are off duty and well away from railway premises.

 

[TDK]

That is daft. I dont know about non safety critical staff, but those of us who are safety critical are strongly advised to never drink booze in uniform even if we are off duty and well away from railway premises.

Many companies it is not only SC staff who have to obey the Alcohol rule it is all employees, SC or not. This twitter thing is a discrace, I used to work for Chiltern and a tweet was submitted totally insulting a driver verbally who in fact had not done anything wrong, the company did not mention in it's reply that the tweeter should not insult their staff in such a manor but replied and said "we shall investigate this" totally discraceful on the company representitive who gave this reply. However you say this is a 15 year old enthusiast and if this allegation is found to be untrue it's just another nail in the coffin as far as I am concerned

 

[Clip]

I'm sorry TDK are you saying that TOCs should not investigate complaints passed to them now?

Whether or not the person was wrong they still need to investigate and let people know that they are not sweeping complaints under the carpet

 

[matthewmacleod]

If there are any inaccuracies, this lad should be banned from East Coast for life.

You can't possibly be serious?

 

[D2022]

Ok. This is going in swings and roundabouts isn't it...so can I just point out one thing.

These TOCs put themselves on social networking sites, therefore, they opened themselves up to this abuse/misuse as some people are calling it. They knew what to expect, so the problem is theirs.

Plus you can on facebook at least prevent posts on your wall....they don't like it well then they should shut the option off.

 

[YorkshireRider]

Mmmmm, if i understand the tweet correctly it is claimed a member of staff not part of the on board crew was serving drinks. They then proceeded to take a drink off the trolley (this particular brand is not stocked in either first class or the standard buffet on EC by the way) and began supping it.
While its possiable if the train was busy, any other staff other than the catering crew who happen to be travelling could help the crew out and serve drinks in first class, it seems he may have been mistaken about the content of the drink.

 

[Helvellyn]

1) Passenger complains on twitter about member of on board staff consuming alcohol
2) TOC asks for more details
3) Passenger gives name of staff member, who turns out to be the Guard
4) TOC decides that due to allegation it is unwise to allow Guard to continue on duty
5) TOC terminates train at next station stop due to no replacement Guard on board
6) Passenger complains on twitter that their train has been cancelled and they are now stick at Hicksville station

 

[GadgetMan]

1) Passenger complains on twitter about member of on board staff consuming alcohol
2) TOC asks for more details
3) Passenger gives name of staff member, who turns out to be the Guard
4) TOC decides that due to allegation it is unwise to allow Guard to continue on duty
5) TOC terminates train at next station stop due to no replacement Guard on board
6) Passenger complains on twitter that their train has been cancelled and they are now stick at Hicksville station

There's an idea......

Off to report myself from an untraceable twitter account to get out of my diagram

 

[bluenoxid]

1) Passenger complains on twitter about member of on board staff consuming alcohol
2) TOC asks for more details
3) Passenger gives name of staff member, who turns out to be the Guard
4) TOC decides that due to allegation it is unwise to allow Guard to continue on duty
5) TOC terminates train at next station stop due to no replacement Guard on board
6) Passenger complains on twitter that their train has been cancelled and they are now stick at Hicksville station

So if a bus driver blows positive, we should let him continue in service because he has a bus full of passengers.

Yes, the passenger will complain again but when it comes to alcoholism, employers should be doing their utmost to assist their staff as much as reasonably possible, whether it is out of the job or the medical assistance they offer.

 

[YorkshireRider]

There's an idea......

Off to report myself from an untraceable twitter account to get out of my diagram

All staff on the forum could have a fake account, we could work together and report each other, especially sunday workings

 

[richw]

Do companies take complaints through Twitter equally as seriously? Personally if someone tweeted me a complaint about something I wouldnt take it as seriously as a full blown letter complaint.

 

[TDK]

I'm sorry TDK are you saying that TOCs should not investigate complaints passed to them now?

Whether or not the person was wrong they still need to investigate and let people know that they are not sweeping complaints under the carpet

Yes, they should have investigated it, re read the post, they should also investigate the said customer for verbally (and very badly) abusing the member of staff! What's good for one as they say!

 

[A-driver]

There's an idea......

Off to report myself from an untraceable twitter account to get out of my diagram

Has been done before! Although the time I knew of it happening was by phone not twitter.

 

[RichmondCommu]

Personally if someone tweeted me a complaint about something I wouldnt take it as seriously as a full blown letter complaint.

Why not? Why have a Twitter account if you don't want customers to tweet?

 

[richw]

Why not? Why have a Twitter account if you don't want customers to tweet?

from my viewings twitter is used as an the spot rant, and seems a lot of beau complaint comments on their are engage keyboard before brain. With a little thought you wouldn't dream of ranting some of the stuff seen on twitter. Complaining by letter is more genuine and shows you've thought about your experience before complaining. Twitter is in the majority thoughtless, just look at various toc twitter pages to see tweets hurling complaints at toc because of the weather for example, seeing such rubbish just goes to evidence the keyboard before brain engagements s.

 

[RichmondCommu]

from my viewings twitter is used as an the spot rant, and seems a lot of beau complaint comments on their are engage keyboard before brain. With a little thought you wouldn't dream of ranting some of the stuff seen on twitter. Complaining by letter is more genuine and shows you've thought about your experience before complaining. Twitter is in the majority thoughtless, just look at various toc twitter pages to see tweets hurling complaints at toc because of the weather for example, seeing such rubbish just goes to evidence the keyboard before brain engagements s.

Right, let me give you an example of something that happened to me in the late 80's. Yes, way before the birth of Twitter but never less just as relevant. Many years a go, having just received my first pay rise I decided to travel home for the weekend First Class. On boarding the train at St Pancras (and looking a mess having been up all night) the guard told me that I should be in Second Class without even asking to see my ticket. Would I have tweeted that on the spot? Damn right I would have. If he was prepared to humiliate me I was prepared to report him immediately.

 

[jon0844]

There are certain things that can anger you to the point of not needing to wait for a 'cooling off' period.

When I saw two RPIs on a train sitting with their feet on the seats, and praising the murder of Keith Blakelock (this was just after the riots), then later stating that they better go and do their job, I took a photo of one of them (couldn't get the other without being seen) and Tweeted FCC immediately.

Was it wrong to do that? Did I mask the face of the woman that had her feet on the seat? No, as I didn't have the means to do that from my phone. But, given you could see what she was doing, I couldn't easily be accused of making it up.

Would I have made the same complaint without Twitter, or a cameraphone, having to rely on my word against theirs? Probably not.

I have no idea how FCC dealt with things. I doubt they could do anything about what they were talking about (definitely no proof of that) but it doesn't set a very good example to sit with your shoes on the seat in full uniform! The man, who wasn't photographed, was probably fine as even the CCTV on the train wouldn't be able to see the seats at the end of the carriage.

 

[Clip]

Yes, they should have investigated it, re read the post, they should also investigate the said customer for verbally (and very badly) abusing the member of staff! What's good for one as they say!

But a TOC holds no sway over what a passenger does without getting the police involved. And would the BTP be bothered? probably not.

But again, the TOC has to be seen to do something with the incident as they only heard one side of the stroy until it was investigated. You are trying t5o castigate the employee who replied for doing their job in the correct manner.