What am I, psychic...?

[O L Leigh]

Is it any wonder that railstaff occasionally get the hump with the passengers.

I'd just arrived at LST this afternoon after a completely uneventful run and hadn't long stepped down onto the platform when a grumpy passenger bowled straight up to me.

Pass: Do you work here?
Me: Yes. How can I help?
Pass: What's going on with the trains?
Me: Er, I'm sorry but I don't know. I've literally just arrived here. Have you listened for annoucements?
Pass: Yes, but they are just noise.
Me: Oh. Well you could ask at the information point on the concourse.
Pass: They don't have any information.
Me: Well, I'm very sorry but I can't help.

The passenger then harumphs at me and barges past to board a GE service advertised as being on time.

Pardon me, but just what did this chap expect from me? I'd been polite and professional but he had no doubt formed an opinion in his mind that I was incompetent (where have I heard that before...?) and a jobsworth. Perhaps he thought I'd strike a mysterious pose and stroke my chin and say that I had the information he wanted but that it was a secret and that I wouldn't divulge it to him unless he could demonstrate his membership of the secret railway brotherhood by means of saying the mysterious rites and passing to me the necessary token in the correct manner.

Sorry to rant, but this really annoyed me and, in the light of other people trying to tell me that passengers act rationally, I just felt the need to share. Unfortunately this really is just the tip of the iceberg.

O L Leigh

 

[Bittern]

It's unfortunate, but that's the general public for you. I work in a shop part time and get similar crap day in, day out.

 

[deltic1989]

Unfortunately thats some people for you, thinking that just because you have a name badge (or other mark picking you out as staff) you have all the answers and youre carp at your job if you don't if its any consolation this pheonominon isn't unique to the railways it happens in any job where joe public is involved

 

[hairyhandedfool]

They probably expected you to go and find out the information they need because you are staff and no other members of staff further up the chain have anything better to do than await your call.:roll:

 

[Squaddie]

Expecting a uniformed railway employee to know what's going on with the railway? How unreasonable.

In John Lewis (which sets the standard for customer service) the employee would make an effort to find out what the problem was and not simply say "I'm very sorry but I can't help".

No wonder the general public hold the railways and their employees in such low esteem.

 

[Snapper]

'What's going on with the trains' isn't really the sort of incisive question that you can help with...

 

[Dr.iver]

Expecting a uniformed railway employee to know what's going on with the railway? How unreasonable.

In John Lewis (which sets the standard for customer service) the employee would make an effort to find out what the problem was and not simply say "I'm very sorry but I can't help".

No wonder the general public hold the railways and their employees in such low esteem.

What a ridiculous statement - I would love to see John Lewis run a train service, don't expect it to beontime though as the driver is busy meeting and greeting at the station entrance.
Just remember John Lewis are focused on selling and thats how they attract customers back, the railway attracts peopleby getting them places ontime, cheap as possible ( that's where we go wrong) and more importantly alive

 

[Ferret]

Expecting a uniformed railway employee to know what's going on with the railway? How unreasonable.

In John Lewis (which sets the standard for customer service) the employee would make an effort to find out what the problem was and not simply say "I'm very sorry but I can't help".

No wonder the general public hold the railways and their employees in such low esteem.

With attitudes like yours, it's hardly surprising that some staff can't be bothered. Contempt breeds contempt.

 

[142094]

People see a hi-viz or namebadge and automatically assume you know everything there is about tickets, delays, directions and a whole load of other stuff. Common sense flying out the window yet again.

 

[YorkshireBear]

Expecting a uniformed railway employee to know what's going on with the railway? How unreasonable.

In John Lewis (which sets the standard for customer service) the employee would make an effort to find out what the problem was and not simply say "I'm very sorry but I can't help".

No wonder the general public hold the railways and their employees in such low esteem.

He explained that he had only just arrived at the station so didn't know and tried to guide him somewhere that does. This was rejected.
What a ridiculous response you have given......
I'm going to go to john lewis ask them the exact price of a pair of trousers if they dont know straight away im going to huff and walk off.....

People see a hi-viz or namebadge and automatically assume you know everything there is about tickets, delays, directions and a whole load of other stuff. Common sense flying out the window yet again.

Yep the amount of times i am asked questions on leeds station just because i have my hi-viz for working at KWVR over my arm, not even on. Usually its only where do i get a train to here from so i just look up at the big depature boards (the ones that list destination alphabetically) above ticket barriers and tell them. But if its anything more than that, even if i do know i tend to not risk it and just guide them over to the information desk explaining that i do not work here.

 

[Ferret]

People see a hi-viz or namebadge and automatically assume you know everything there is about tickets, delays, directions and a whole load of other stuff. Common sense flying out the window yet again.

It's worse than that! I've been walking round both Asda and Tescos in railway uniform and been asked where you can find XYZ products. I mean for heaven's sake - Tesco have a blue uniform, Asda have a green one! My uniform is grey, go figure!!!!!

 

[Hydro]

It's worse than that! I've been walking round both Asda and Tescos in railway uniform and been asked where you can find XYZ products. I mean for heaven's sake - Tesco have a blue uniform, Asda have a green one! My uniform is grey, go figure!!!!!

Don't go into B&Q with any orange on...

 

[Flamingo]

Expecting a uniformed railway employee to know what's going on with the railway? How unreasonable.

In John Lewis (which sets the standard for customer service) the employee would make an effort to find out what the problem was and not simply say "I'm very sorry but I can't help".

No wonder the general public hold the railways and their employees in such low esteem.

Do you work for John Lewis?

edited to add: Do you work?

 

[Ferret]

Don't go into B&Q with any orange on...

LMAO! Whoever said this was a great forum for getting good advice was spot on

 

[burns20]

I got mistaken for a doctor in Blackpool hospital on Thursday by a nurse! I was wearing a Stagecoach bus uniform!

 

[Flamingo]

I get mistaken for a soft touch all the time by passengers.

I listen politely to their story about the rail-card being in their other wallets and the man on the platform saying it would be OK to get on an earlier/later train with their ADVANCE ticket, smiling sympathetically, giving emphatic little nods and open body language - then tell them they have to buy a new ticket or leave the train.

Funnily enough, although I have done everything that our conflict avoidance and Putting Customers First training has told us, the passengers involved are never happy with me!

 

[stut]

I got mistaken for a doctor in Blackpool hospital on Thursday by a nurse! I was wearing a Stagecoach bus uniform!

I get this all the time. I occasionally do (non-clinical) contract work in London hospitals, and, at this time of year, am generally dressed in suit trousers and shirtsleeves. Even when I'm standing by a roped-off open riser, waiting for the telecoms engineer to resurface and finish his job, I'll get people coming up, assuming I'm a doctor.

 

[voyagerdude220]

Unfortunately thats some people for you, thinking that just because you have a name badge (or other mark picking you out as staff) you have all the answers and youre carp at your job if you don't if its any consolation this pheonominon isn't unique to the railways it happens in any job where joe public is involved

I think you've hit the nail on the head Deltic1989. Having worked for a bank before, I can say from personal experience that customers expect you to know everything about your field of work, regardless of whether your job role requires to do so or not.

I think the very vague question "Do you work here" sums it up, because of the fact there are many, many different jobs which railway staff do at a train station, be it dispatch/giving pax information/ticketing/or maybe you've come across onboard staff who won't know what's going on at the station, If they've only just arrived.

then tell them they have to buy a new ticket or leave the train.

Funnily enough, although I have done everything that our conflict avoidance and Putting Customers First training has told us, the passengers involved are never happy with me!

That's what I'd do in this scenario as well. I always think to myself "If I was another passenger who's bought an advance ticket for the next train which leaves in an hour, and spotted a TM waving on another passenger with the same ticket, I wouldn't be happy at having to wait for my correct train, If another person with the same ticket had just boarded the next train home."

When pax buy an advance ticket (I do all the time), they get them at a greatly reduced price for a reason..

They can't have it both ways!

 

[Flamingo]

That's what I'd do in this scenario as well. I always think to myself "If I was another passenger who's bought an advance ticket for the next train which leaves in an hour, and spotted a TM waving on another passenger with the same ticket, I wouldn't be happy at having to wait for my correct train, If another person with the same ticket had just boarded the next train home."

When pax buy an advance ticket (I do all the time), they get them at a greatly reduced price for a reason..

They can't have it both ways!

The number of people who think they can is quite staggering.

And their first line of complaint is usually "This is crap customer service". No, actually it's good customer service to the passengers who have adhered to the T&C of the tickets they bought.

 

[pendolino]

I get all asked sorts of questions, some very strange, mostly at London Victoria. Usually 'where's the underground?' 'where's platform 19?' 'where's the coach station?'* etc., but also 'do you know what road such-and-such hotel is on?', 'is there a Starbucks on this road?' and 'what time does my flight leave Gatwick Airport?'. I try my best. I should probably take my hi-viz on when I don't actually need to wear it.

*While standing outside Vic (massive station, 'LONDON VICTORIA' written in big letters on the front) I (and others I know too) have been asked 'where's Victoria Station?' 'ummmmm.......[gazing around]......this is it.' 'so where do the coaches leave from?' 'oh you want the coach station, it's down the road'. A bit confusing until you realise what they're asking.

 

[HugePilchard]

I once got someone to storm out of Halfords.

"Can you tell me where the baby seats are?"
"I'm sorry, I don't have the foggiest."

They then gave an audible "Harrumph", and stormed out, presumably muttering under their breath about useless staff.

I don't work there. I've never worked there. I wasn't even dressed like a Halfords employee. I was only in there buying some wiper blades.

 

[sutty]

I've worked in retail a few years back. The amount of people who would walk in through the door and ask "what's going on with my phone?" Without even so much as telling you their name so you can find out, is staggering.

Thank heavens I don't have to deal with the public any more! That said, I've been asked for help in a bunch of shops while I've been queuing to pay. Black trousers and black t-shirt seem to attract people like moths to a lightbulb :/

 

[RPM]

One often gets this sort of thing when arriving at MYB at busy times. You bring in a train, shut down the cab and get out to go and find your next train only to be assailed by three or four passengers demanding to know if the train you just brought in is going to stop at Gerrards Cross or wherever. So you have to explain that unfortunately you really don't know and point them to the departure screens or one of the dispatchers. They always give you that look as if to say "you brought the train in so you must know where it is going - bloody railway staff".:-x

 

[142094]

Don't wear a green T-shirt if you are visiting the garden centre. Was asked where the rose bushes. Should have said either it was a secret or a game of hide and seek.

 

[pendolino]

One often gets this sort of thing when arriving at MYB at busy times. You bring in a train, shut down the cab and get out to go and find your next train only to be assailed by three or four passengers demanding to know if the train you just brought in is going to stop at Gerrards Cross or wherever. So you have to explain that unfortunately you really don't know and point them to the departure screens or one of the dispatchers. They always give you that look as if to say "you brought the train in so you must know where it is going - bloody railway staff".:-x

I get that too. If the outgoing service is already being advertised on the platform departure screen, then I will help the passenger all I can, go and check on the screen for them etc. But if it the outgoing service isn't even being advertised and the passenger has already come through the ticket barriers, I try and find a polite way to say 'go and wait on the bloody concourse until it's announced, like everyone else'.

 

[barrykas]

Another popular one being line closures, particularly those due to fatalities..."Well how long's it going to be before the line reopens?"

Sorry, I'm not psychic...Depends on all sorts of factors including the location, how badly the train's damaged, where the remains are, which police force is involved, etc, etc

Cheers,

Barry

 

[Flamingo]

Another popular one being line closures, particularly those due to fatalities..."Well how long's it going to be before the line reopens?"

Sorry, I'm not psychic...Depends on all sorts of factors including the location, how badly the train's damaged, where the remains are, which police force is involved, etc, etc

Cheers,

Barry

My standard line walking through these trains when I walk into a carriage is to say in a loud voice: "Does anybody have any questions that don't begin "What time"? The answer to that one is "I don't know""

 

[MidnightFlyer]

It's not just staff, an acquaintance and I were once asked on Piccadilly, right under that massive three-faced departure-by-station screen, when the next train to Earlestown was...

 

[Scotrail84]

Standing talking to my driver beside a big red buffer end with a train sitting there

Pass: Is this the train to Qst???
Crew: Yes it is.
Pass: Thanks you erm what direction will it be going in??
Crew: The opposite way from the wall, ticket barriers, Boots and WH Smith


Standing in Wav.

Pass: Is this Glasgow?
Crew: No but the trains going to Glasgow if thats what you mean?
Pass: Very funny.
Crew: Shake of the head and a sigh.:roll:

 

[thefab444]

Pass: Do you work here?
Me: Yes. How can I help?

Is that not part of the problem? The passenger asked if you worked at Liverpool Street and you said yes, so the passenger presumably thought you were a customer service person rather than a driver? Which makes the passenger still a complete idiot for not noticing you'd just descended from the driving cab!