It’s rather refreshing to hear such honesty from the Lumo crew. And fair play to the LNER crew for telling you straight when you tried it on to get something you weren’t entitled to.
To confirm, you're saying that you personally getting to your destination on time is more important than your fellow passengers being abused in another carriage, and/or a member of staff being attacked?
Lumo is effectively DOO. The ‘customer ambassadors’ do revenue and catering, and the train can run without them if they’re unavailable. The drivers seem to make quite a few announcements on Lumo so possibly just standard practice for them for the driver to do it.
Perhaps the comment was related to on time vs delay repay rather than on time vs dealing with incident?
In my experience everyone makes announcements. Drivers tend to make at station announcements before closing the doors and the customer facing staff make the rest
I cannot fault the actions of the staff here, really good work all round. I hope their respective managers recognise them for it.
100% this. The other X hundred passengers will I expect have appreciated the honesty that it wasn't some vague "operational issue" but just the quite correct identification of an idiot on the train, completely avoidably disrupting their journey. In a recent scenario, I was working with some security (but in a soft, customer service sense) managing cars exiting a car park at the end of an event. Everybody waits in line, everyone gets out within 10 minutes or so. All very safe, managed, cautious. Always some idiot who thought they could reverse (into the path of oncoming traffic, pedestrians etc) to skip the line. Quick as a flash security barked at them "stop right now" with a hard slap to the back of the car. Doubtless not in the "customer service training", but necessary, justified and appreciated by those around who the driver was endangering.
.But I agree what we call the lever pushers doesn't matter....
As previously stated, it was a joke making reference to the Times.
Most certainly!
To be clear, I would never read the Times or any similarly-minded papers!
No, you don’t get to make that sweeping assumption. Whether I have experience of this situation is not something you have any knowledge of whatsoever; I’m not sure what makes you think in your two months on the forum you’ve become familiar with what I do and have done in my life, but sheer guesswork is distasteful and pointless.
Exactly, is isn’t. At the end of the day, the high and mighty tone is unnecessary, and if chums of said driver wish to disagree they can by all means, but maniacs like this passenger clearly was would likely be further incensed by such wording, if anything.
Although I don’t drive (though you cannot claim to have known that, you only assume) I have been the senior member of staff in many situations where extremely violent or aggressive members of the public have had to be dealt with - including physical assault attempts on myself - but such experiences of my own are of no relevance, purely because I’m not criticising the actual proceedure of the driver, unless you’re telling me that speaking like a teacher would to his class over the PA was integral to the operation?
As a trainee teacher, I would likely both fail my university course and face severe disciplinary repercussions if I attempted to speak to a class in such a manner.
Just to be clear, I was not the one who “tried it on” (rather harsh wording for asking for a second bacon roll
) but the gentleman sitting across from me. My appetite is sadly birdlike these days Thank you, I’m glad to know others recognise this. There appears to be a consolidated effort by many to defend their colleagues to the hills, which often involves either defensive justification or plain denial of any poor customer service.
I would love to know which customer service department encourages “public shaming.”
No, it’s quite the opposite, I would say it was more acceptable to speak to a class of schoolchildren like a class of schoolchildren rather than a train full of paying adults.
What @Huntergreed has said here is spot on, and until it’s acknowledged that customer service and professionalism is reaching dire levels in many cases, or the denial of any unbecoming customer service by staff in the industry continues, little will improve.
When I was in Sydney the anti-littering campaign had the tag line “Don’t be a tosser”.
You're literally sticking up for an aggressive drunk idiot who was making the majority of customers journey a misery, the action taken was fantastic customer service for the rest of the customers on the train being abused by this idiot, they were made to feel safe by the crew by dealing with it.
Spot on!
