Customer care and train drivers

[notadriver]

I attended a customer care course as part of my 35 hours I need towards getting the now compulsory PCV drivers CPC. A video clip was played - The good coach driver who did everything right and his opposite who did everything wrong.

To cut a long story short the appearance of the coach driver is important as is the fact that he smiles as he drives his coach in and greets passengers warmly.

Should a train driver be smiling as he drives their train into a station or does nobody notice the driver at all?

 

[ANorthernGuard]

I attended a customer care course as part of my 35 hours I need towards getting the now compulsory PCV drivers CPC. A video clip was played - The good coach driver who did everything right and his opposite who did everything wrong.

To cut a long story short the appearance of the coach driver is important as is the fact that he smiles as he drives his coach in and greets passengers warmly.

Should a train driver be smiling as he drives their train into a station or does nobody notice the driver at all?

With the amount of money my dear driver colleagues earn I would have a permanent grin lol

 

[GB]

Should a train driver be smiling as he drives their train into a station or does nobody notice the driver at all?

A smile never hurts but I'd rather the driver be allowed to concentrate on what he is doing or where he is stopping than worry about having to put a smile on his face.

 

[455driver]

I aint sitting there with a stupid grin on my face just because some miserable commuter thinks it would be nice!

It would be nice if I received the occasional thank you from them but I dont see that happening any time soon, I mean it isnt like I take 1000s of them into London every month is it! Oh wait a minute.

 

[Greenback]

Coach passengers tend to interact with the passengers more, as they usually have to board the coach and pass the driver, even if they don't have to be checked off a list by the driver as on my last two coach journeys.

 

[Beveridges]

Should a train driver be smiling as he drives their train into a station or does nobody notice the driver at all?

No because the Driver doesn't greet the passengers, the vast majority of the time no passengers even speak to the driver. While with a Bus, you can't get on a Bus without speaking to the Driver.



Now seeing as you keep saying you Drive Busses one moment, then Trains the next, then Busses again the next moment, then back to Trains again, then now Busses (again), I can't help but ask the question, are you a Bus Driver or a Train Driver or do you have two jobs?

 

[Silv1983]

People can seldom get a good look at the driver as the train pulls in. Even then due to delays and overcrowding I advise against a big smile at this point - because it could be interpreted as a driver taking the mickey.
However, I do get an ounce of satisfaction when I alight from the cab and stand waiting for everyone to pile off at the terminus. A handful always smile, let on, a few even say thanks! That's an appropriate time to smile.

 

[455driver]

You obviously dont work into Waterloo then if they smile at you.

 

[Pumbaa]

To cut a long story short the appearance of the coach driver is important as is the fact that he smiles as he drives his coach in and greets passengers warmly.

Not entirely related, but two wildly different passenger satisfaction scores on staff helpfulness and professionalism for two TOCs belonging to the same owning group were eventually partially attributed to driver appearance, ie shorts and t-shirts vs full suits.

From memory, just over 12% of respondents mentioned traincrew appearance in justifying their helpfulness and professionalism scores. A good deal of those recall seeing traincrew in shorts, t-shirts, tattoos and even short-sleeved shirts (yes, really!). So in the end I think it went in as casual factor. It may not be massively important but the corporate bods do worry as it could potentially cause a TOC to fail its own benchmarks.

Said TOC however can't do anything about it, most of their stock has deficient/no cab A/C and is a long standing agreement with the unions.

 

[E-Rail]

Not entirely related, but two wildly different passenger satisfaction scores on staff helpfulness and professionalism for two TOCs belonging to the same owning group were eventually partially attributed to driver appearance, ie shorts and t-shirts vs full suits.

From memory, just over 12% of respondents mentioned traincrew appearance in justifying their helpfulness and professionalism scores. A good deal of those recall seeing traincrew in shorts, t-shirts, tattoos and even short-sleeved shirts (yes, really!).

Uniform is crucial to a professional appearance.

The difference in perception of quality was never more apparent than at Waterloo around ten years ago. Travel in with SWT and all of their front line, customer facing staff were attired in smart 3 piece suits, long wool jackets with name badges and peaked caps, hop over the bridge to Waterloo East and you had SE staff roaming around in fleeces and beanie hats. Enough said.

Casual uniform has also destroyed the professional image of bus and coach drivers Gone are the pilot shirts with epaulettes and blazer style jackets and pullovers and in their place are cheap and tacky fleeces. The current Stagecoach bus drivers uniform is an insult to the profession and a far cfry from the standards they set in the 1990s.

 

[BestWestern]

Uniform is crucial to a professional appearance.

.....

Casual uniform has also destroyed the professional image of bus and coach drivers Gone are the pilot shirts with epaulettes and blazer style jackets and pullovers and in their place are cheap and tacky fleeces. The current Stagecoach bus drivers uniform is an insult to the profession and a far cfry from the standards they set in the 1990s.

You make a valid point, but the fact is that staff and their Unions eventually got fed up with spending long summers roasting behind copious amounts of glass in cabs with p*ss poor ventilation. Taking the bus industry, since you mention Stagecoach, it is scarce even now to find many vehicles in a fleet with decent cab cooling or, deep breath, air conditioning. Bus operators just won't spend the money on better vehicles and higher fuel consumption, so the answer is to let staff wear naff uniforms in which they look far less professional but do at least avoid passing out in the heat. Many a bus driver will tell you how deeply unpleasant it is when you take over a bus and drop into the sopping wet driving seat, wriggling around as the last guy's sweat begins to soak through your trousers. Frankly, nobody earning 8 quid an hour should have to put up with that. Most people I'm sure would very much like to dress like an airline pilot or marine captain for work, but those guys don't usually spend the day sweating their b*llox off!

 

[notadriver]

No because the Driver doesn't greet the passengers, the vast majority of the time no passengers even speak to the driver. While with a Bus, you can't get on a Bus without speaking to the Driver.



Now seeing as you keep saying you Drive Busses one moment, then Trains the next, then Busses again the next moment, then back to Trains again, then now Busses (again), I can't help but ask the question, are you a Bus Driver or a Train Driver or do you have two jobs?

Can we chat in PM about this Mick?

 

[Dieseldriver]

TBH he's not the only one wondering that...

 

[notadriver]

TBH he's not the only one wondering that...

James you are more than welcome to chat with me in PM about this but I must add its not unusual for someone to be able to drive PCVs and trains!

 

[BestWestern]

James you are more than welcome to chat with me in PM about this but I must add its not unusual for someone to be able to drive PCVs and trains!

Not all at once though

 

[TDK]

Not all at once though

Depends if busses are your hobby! I know a few rail workers who are well into their busses and coaches and do drive them in their spare time!

 

[LCC106]

Before being employed on the railways, as a passenger I have always smiled and said thank you to the driver whilst alighting if his head was sticking out of the cab window. I was brought up with manners and do this without thinking really.

As a driver, I find that very few people say thank you so it is nice when they do. That in itself makes me smile but it's a shame more people don't make the effort e.g. at the terminus whilst I'm waiting for everyone to shuffle off before I can go to the messroom for my Personal Needs Break. Is this because people see train drivers as something lower than themselves?

In terms of uniform, I would prefer a better quality, more stylish, more professional style. I do believe, for me personally, that if I look smart I feel better. Whilst this wouldn't affect my ability to do the job, it would certainly make me feel a little more pride in working for my TOC.

Finally, I think customer service is as important of the driver as it is of the guard. However, not to the detriment of safety through distraction.

 

[TDK]

Before being employed on the railways, as a passenger I have always smiled and said thank you to the driver whilst alighting if his head was sticking out of the cab window. I was brought up with manners and do this without thinking really.

As a driver, I find that very few people say thank you so it is nice when they do. That in itself makes me smile but it's a shame more people don't make the effort e.g. at the terminus whilst I'm waiting for everyone to shuffle off before I can go to the messroom for my Personal Needs Break. Is this because people see train drivers as something lower than themselves?

In terms of uniform, I would prefer a better quality, more stylish, more professional style. I do believe, for me personally, that if I look smart I feel better. Whilst this wouldn't affect my ability to do the job, it would certainly make me feel a little more pride in working for my TOC.

Finally, I think customer service is as important of the driver as it is of the guard. However, not to the detriment of safety through distraction.

Hi LCC, are you out on your own driving yet buddy or with your DI? I have on more occasions than I can remember had passengers thank me and also smile at terminus staions, most passengers are on a mission if they are on their way to work etc and would say thank you or smile if the driver was there (normaly and not all I should add). As for customer service for drivers you just cannot compare the guards role to the drivers when it comes to customer service as it is rare that the driver comes into contact with passengers, it is like saying a guards responsibilities with route knowledge and operation of the train is the same as the drivers'.

As you gain driving experience you will see the reaction of passengers to drivers and to be fair most of the passengers are very kind and friendly, well they are on the routes I have driven anyways!

 

[jon0844]

I aint sitting there with a stupid grin on my face just because some miserable commuter thinks it would be nice!

It would be nice if I received the occasional thank you from them but I dont see that happening any time soon, I mean it isnt like I take 1000s of them into London every month is it! Oh wait a minute.

I'd say thanks to the driver if I could, but unlike a bus/coach driver I don't exactly walk by one when getting off - and even at King's Cross, they seem to get off at lightning speed! Presumably to avoid catching anything from us evil passengers.

Anyway, I would say that there's no reason not to smile - as it makes you feel better, and often gets a smile back. Makes your day go quicker, I'm sure!

Having run my own business, I'd say that it always reflects well on the company as a whole if everyone is polite - but there's no harm in saying 'Sorry, I'm only the driver' if people ask you questions you can't answer. If you're polite and they're rude, who comes across looking worst? Not you.

Not all at once though

Really, so what about those announcements that say 'this train is formed of 4 coaches'?

 

[A-driver]

Drivers uniform is often linked to the style if work nowadays-at my TOC we can wear polo shirts and we have a lot of work in depots/sidings, lots of prepping, lots of turn arounds in sidings etc and so a polo shirt and Harrington jacket is far easier for climbing in and out of cabs from the ground than suit jackets and shirt/tie.

 

[Oswyntail]

Nostalgia alert!
I seem to remember that, in the book "I-Spy On A train Journey" in the 60s, readers were instructed on the last page always to go and thank the driver if possible. I tried to on my rare train trips until once, at Preston, a policeman barred my way and told me the driver wouldn't be interested in what a little squirt like me had to say. Possibly my first brush with the police (at 10) and it put me off them for life.
Incidentally, we should all try to smile more. The act of smiling releases endorphins which keep us calmer and more relaxed, which might even help some of the embittered-sounding drivers you find round here get through the day in a better frame of mind.

 

[notadriver]

Incidentally, we should all try to smile more. The act of smiling releases endorphins which keep us calmer and more relaxed, which might even help some of the embittered-sounding drivers you find round here get through the day in a better frame of mind.

Do you mean embittered train drivers? I personally will make an effort not to look so serious when I'm driving a train but it can be hard if on repetitive short runs.

Also sorry to hear about your experience with the police. I think most people don't bother the driver or say thanks because they don't want to disturb us?

 

[the sniper]

Personally I think that passengers would thank the drivers a lot more if the opportunity existed more often. I quite often get thanked or take a 'thanks driver', even though I'm a guard... I'm a smiley kind of person so when people walk past me stood at the rear cab door or carriage local door I'm quite a good target for their appreciation. I don't know many drivers who stand around outside the train or are particularly smiley in public!

 

[KT530]

Depends if busses are your hobby! I know a few rail workers who are well into their busses and coaches and do drive them in their spare time!

I know a couple of Drivers at Southern who drive buses/coaches a couple of times a month on their off days (with permission of the TOC). I think it's handy to keep your finger in and experience things from a different perspective

 

[455driver]

I'd say thanks to the driver if I could, but unlike a bus/coach driver I don't exactly walk by one when getting off

At Waterloo we have to get to the other end of the train and so have to walk past the passengers all heading in the opposite direction so I probably walk directly past a couple of hundred of them but then I am just a callous, insensitive train driver so why would anyone bother being polite to me?

 

[LCC106]

Hi TDK, yes, I've passed my assessments and am half way through route learning. I do have quite a bit of interaction with people at stations, to point people in the right direction or to those who may be able to help where I can't. Unfortunately I seem to have noticed a great majority who look down their noses at train crew. That said, I take on board the comments about people focusing on getting to work etc.

 

[TDK]

Hi TDK, yes, I've passed my assessments and am half way through route learning. I do have quite a bit of interaction with people at stations, to point people in the right direction or to those who may be able to help where I can't. Unfortunately I seem to have noticed a great majority who look down their noses at train crew. That said, I take on board the comments about people focusing on getting to work etc.

I also think it depends on where and what routes you drive, when on SR going into Victoria, London Bridge and Charing Cross there were just too many people to be acknowledged however driving into places like Manchesater, Birmingham and also Marylebone the customer base was a little more on the friendly side, you seem to get more acknowledgement if your guard or you (if DOO) keep the passengers informed of any delays or problems then you usually get a thank you. As through route learning some TOC's incorporate Route Learning in with the 230 hours with the DI and the assessor at the end then passes the new driver out on Driving and Core routes (Core routes being the routes in the starter/feeder link), shame that you have to do route learning on top to be fair, as of interest what routes are you currently learning?
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At Waterloo we have to get to the other end of the train and so have to walk past the passengers all heading in the opposite direction so I probably walk directly past a couple of hundred of them but then I am just a callous, insensitive train driver so why would anyone bother being polite to me?

And to add you get barged and bashed about by a lot of them, well I did when having to change ends at Victoria nd London Bridge, some of them can be right rude and it always seems to be the ones in the designer suits and silk ties! Do you get this at Waterloo?

 

[455driver]

Very much so, it seems the more they get paid the more they treat you like something on the bottom of their shoes, there are some notable exceptions to this who are very polite though, just not very many.

 

[LCC106]

Yes, we had to do double the learning norm on our core route. I was very fortunate to have a fantastic minder (but I wouldn't tell him that to his face... Might give him a big head )