Lead Service Attendant
- Apr 16, 2017
Alas, you cannot teach he who will not learn.
Thus, having management come down hard on front line workers who display a bad "attitude" might not really help. I wonder if it really does any good to call customer relations and complain about bad service experiences. I guess if it's a really bad experience, you might get a voucher, but even if management takes on the surly employee, it probably won't solve the issues in the long term. One thing that customers need to realize is that many aspects of customer service are beyond the power of the front line employee to solve. However, it would help if the front line employees learn how to convey the bad news in a bit more nicely.I've been saying for a long time you need people who take pride in their jobs and their company. Part of it is a poor adversarial nature between Amtrak Management and the workers on the ground. Naturally that builds into distrust and into disgruntled attitudes. It is really a self defeating circle. I could discuss this a thousand times a week but it won't do any good unless someone at management calls me and asks how to fix their issues. Please someone at management call me I will happily show you examples around the world that work.
We don't know for sure that the vending machines are not rented by Amtrak. Either scenario is possible. It could be the building owners that provide it or it is Amtrak that provides it. Either way, since it is located in a space that is primarily occupied by Amtrak, they need to be more proactive and friendlier with their customers trying to use a facility provided in their space. Having a knock down drag out argument with a customer or just pointing them in random directions is an example of poor customer service, which is of course par for the course for Amtrak. So I suppose nothing lostI understand the concept that poor attitude towards customers is wrong, but it very likely that Amtrak has no relationship to the vending machine contract, they are a tenant and they are not the owner/manager of the station. Politely refer them to whomever can help, and drop a note to your bosses that there is an ongoing problem that they might wish to bring up with the landlord.