Cheery Scotrail Journeycheck message.

[cf111]

Image reads:
"17:13 Kyle Of Lochalsh to Elgin due 20:47 will be cancelled.
This is due to a fault on this train.

Additional Information:
We've got a D&Es coach running in place of this service today. It'll depart Kyle of Lochalsh at 17:13 and call all stops to Elgin. There's a few stops that a full size coach would have difficulty accessing, so we've also got a minibus, also from D&E, starting from Kyle of Lochalsh at 17:13 and calling all stops to Strathcarron, then it'll only stop at stations passengers want to get off.
Sorry that it might take a bit longer by road than by rail! Don't worry if you've got connections to make at Inverness, we'll keep you moving."

Made me smile!

 

[rebmcr]

Image reads:
"17:13 Kyle Of Lochalsh to Elgin due 20:47 will be cancelled.
This is due to a fault on this train.

Additional Information:
We've got a D&Es coach running in place of this service today. It'll depart Kyle of Lochalsh at 17:13 and call all stops to Elgin. There's a few stops that a full size coach would have difficulty accessing, so we've also got a minibus, also from D&E, starting from Kyle of Lochalsh at 17:13 and calling all stops to Strathcarron, then it'll only stop at stations passengers want to get off.
Sorry that it might take a bit longer by road than by rail! Don't worry if you've got connections to make at Inverness, we'll keep you moving."

Made me smile!

It actually makes me feel like the service is more professional when people use casual language like this.

A super-serious formal tone could be a canned pre-made message, delivered by any old call centre temp who doesn't have a clue — whereas the quote above still has all the information required but was also very clearly composed by someone who has the experience to know exactly what they're doing, because they have to understand the message they're conveying in order to personalise it!

 

[pjnathanail]

It actually makes me feel like the service is more professional when people use casual language like this.

A super-serious formal tone could be a canned pre-made message, delivered by any old call centre temp who doesn't have a clue — whereas the quote above still has all the information required but was also very clearly composed by someone who has the experience to know exactly what they're doing, because they have to understand the message they're conveying in order to personalise it!

This is spot on. A confident yet friendly delivery goes such a long way. As long as all concerned delivering such announcements have the necessary logistical and grammatical skills, it works really well.

It's great to see stuff like this and I'd hope that if on the off chance any Scotrail managers see this they could pass on a friendly word of thanks to the staff member concerned.

 

[cf111]

It actually makes me feel like the service is more professional when people use casual language like this.

A super-serious formal tone could be a canned pre-made message, delivered by any old call centre temp who doesn't have a clue — whereas the quote above still has all the information required but was also very clearly composed by someone who has the experience to know exactly what they're doing, because they have to understand the message they're conveying in order to personalise it!

Yes - sincere, professional and reassuring. Sounds like it could have been written by a friendly old Station Master in bygone days of yore!

 

[rf_ioliver]

They key here is the explicit statement of "Don't Worry" and "We'll Keep You Moving" which reassures the passenger(s) that they *will* get to their destination.

For pretty much any company, their reputation is defined by how they handle problems. For a very long time it was really thought best to avoid responsibility at all costs (and still is for many companies!)

The classic case is of the Perrier and Benzene where the company was advised against a total recall of products and admission of fault. They did the opposite and were seen as a company who "cared" about their customer.

t.

Ian

 

[47271]

There are quite a few Inverness based conductors who work their trains with this approach to announcements and helping passengers, and you can feel the mood lift in the coach when they're on.

I was on a very busy afternoon Inverness to Glasgow 170 a few years ago and we were welcomed aboard 'this cosy wee service' which made everyone smile. He then worked his way along the train restowing any luggage that was in the way, and finding seats for anyone who was standing. Fantastic service.