Customer Service

[Big Iron]

It's well documented within this forum the spotty nature of the customer service provided by all areas of Amtrak, on board crew, ticket agents, station agents, etc. Does Amtrak provide customer service training for its client facing employees? I've never heard of any efforts in this regard. The company I work for considers customer service very important and we receive frequent training on how to handle thier needs. Surveys suggest the training works.

Amtrak, for the most part, has no rail competition but does compete with other forms of transportation. It seems to me that a consistenly good passenger experience would boost ridership and perhaps reduce the headcount needed in the Customer Service (aka Complaint) department.

It's been my experience, riding Amtrak from its inception, that the quality of customer service has not changed since inception.

 

[TVRM610]

It's well documented within this forum the spotty nature of the customer service provided by all areas of Amtrak, on board crew, ticket agents, station agents, etc. Does Amtrak provide customer service training for its client facing employees? I've never heard of any efforts in this regard. The company I work for considers customer service very important and we receive frequent training on how to handle thier needs. Surveys suggest the training works.
Amtrak, for the most part, has no rail competition but does compete with other forms of transportation. It seems to me that a consistenly good passenger experience would boost ridership and perhaps reduce the headcount needed in the Customer Service (aka Complaint) department.

It's been my experience, riding Amtrak from its inception, that the quality of customer service has not changed since inception.

I highly recommend that you take a few trips by Greyhound, and your choice of airlines and then tell us if Amtrak is lagging behind, is equal, or above average on customer service issues. I think it's a bit arrogant to think that Amtrak has no customer service training.

I think Amtrak is alot more concerned with Safety than Customer Service... It takes a special kind of person to work for Amtrak, and I've seen very few amtrak staff that I felt were truly unqualified for the job they were doing.

Amtrak is not in the entertainment or hospitality business... they are in the transportation business. If the employees can continue to transport me quickly, comfortably, and safely, then I am happy with the service they are providing.

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

 

[Big Iron]

It's well documented within this forum the spotty nature of the customer service provided by all areas of Amtrak, on board crew, ticket agents, station agents, etc. Does Amtrak provide customer service training for its client facing employees? I've never heard of any efforts in this regard. The company I work for considers customer service very important and we receive frequent training on how to handle thier needs. Surveys suggest the training works.
Amtrak, for the most part, has no rail competition but does compete with other forms of transportation. It seems to me that a consistenly good passenger experience would boost ridership and perhaps reduce the headcount needed in the Customer Service (aka Complaint) department.

It's been my experience, riding Amtrak from its inception, that the quality of customer service has not changed since inception.

I highly recommend that you take a few trips by Greyhound, and your choice of airlines and then tell us if Amtrak is lagging behind, is equal, or above average on customer service issues. I think it's a bit arrogant to think that Amtrak has no customer service training.

I think Amtrak is alot more concerned with Safety than Customer Service... It takes a special kind of person to work for Amtrak, and I've seen very few amtrak staff that I felt were truly unqualified for the job they were doing.

Amtrak is not in the entertainment or hospitality business... they are in the transportation business. If the employees can continue to transport me quickly, comfortably, and safely, then I am happy with the service they are providing.

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

No arrogance here, I'm merely asking if such training exists.

Does safety and customer service need to be mutually exclusive? I have met Amtrak employees that were unqualified to deal with people. They may know how to turn down a bed or put a plate on the table though.

I have availed myself of various modes of transporation. Amtrak is equal to the Hound and behind the airlines. To compare, I separated the quality of the conveyance with the quality of the people that I dealt with.

Note that consistency is the key here, some employees are great, some not. All employees should welcome you and use your name. Purchases should be acknowledged with a thank you. When seated in the diner you should be welcomed and escorted to your seat, not "hey. hey. hey, you can't sit there." Train employess to be consistent in their responses to client problems. Even if you can't solve the problem there are ways to diffuse situations by being polite and empathetic. Amtrak SHOULD be in the hospitality business since they feed and lodge people, sometimes for days. It doesn't take alot to make most people happy, unfortunately it takes even less to make them unhappy. My opinion, if Amtrak does provide customer service training it is lacking in many respects.

So back to my original question, does Amtrak provide regular customer service training to client facing employees?

 

[rail_rider]

On all the trains and over all the miles I've ridden with Amtrak I've only met two on board service staff that provided what I considered below the expected level of service. I've had the pleasure of traveling with several on board staff whose examples of service were way over the top. I would have to say IMHO, the good far out weight the poor providers of service. I always take the time to let customer service know which of their employees (by name) fall into which category. Now having said that I will say that most staffers are average but to me that just means they are doing the job the way they were taught. They still provide acceptable service, which translates into an enjoyable trip. Amtrak is committed to improving their level of customer service over the next couple of years. I believe we as passengers will see this level of service rise as their on going training programs reach more and more on board staff.

 

[Bob Dylan]

On all the trains and over all the miles I've ridden with Amtrak I've only met two on board service staff that provided what I considered below the expected level of service. I've had the pleasure of traveling with several on board staff whose examples of service were way over the top. I would have to say IMHO, the good far out weight the poor providers of service. I always take the time to let customer service know which of their employees (by name) fall into which category. Now having said that I will say that most staffers are average but to me that just means they are doing the job the way they were taught. They still provide acceptable service, which translates into an enjoyable trip. Amtrak is committed to improving their level of customer service over the next couple of years. I believe we as passengers will see this level of service rise as their on going training programs reach more and more on board staff.

I agree with the above! The few Amtrak employees Ive had unpleasant experiences with were gate ****s in CHI and ticket and baggage room clerks in LAX! The few lazy and or rude SCAs and diner OBS were tipped accordingly, also Ive let Amtrak know about the good and the bad, we all need to (call and write) since the surveys they send out are inadequate! Compared to airline and the dog service, which is in free fall, Amtrak does a really overall first rate job, their Customer Relations are second to none and the OBS does a great job considering the working conditions! I wouldnt want their job, but I'm retired and have the time to travel and I choose to ride Amtrak, I can go other ways but why?

 

[Big Iron]

It's well documented within this forum the spotty nature of the customer service provided by all areas of Amtrak, on board crew, ticket agents, station agents, etc. Does Amtrak provide customer service training for its client facing employees? I've never heard of any efforts in this regard. The company I work for considers customer service very important and we receive frequent training on how to handle thier needs. Surveys suggest the training works.
Amtrak, for the most part, has no rail competition but does compete with other forms of transportation. It seems to me that a consistenly good passenger experience would boost ridership and perhaps reduce the headcount needed in the Customer Service (aka Complaint) department.

It's been my experience, riding Amtrak from its inception, that the quality of customer service has not changed since inception.

I highly recommend that you take a few trips by Greyhound, and your choice of airlines and then tell us if Amtrak is lagging behind, is equal, or above average on customer service issues. I think it's a bit arrogant to think that Amtrak has no customer service training.

I think Amtrak is alot more concerned with Safety than Customer Service... It takes a special kind of person to work for Amtrak, and I've seen very few amtrak staff that I felt were truly unqualified for the job they were doing.

Amtrak is not in the entertainment or hospitality business... they are in the transportation business. If the employees can continue to transport me quickly, comfortably, and safely, then I am happy with the service they are providing.

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

Let me use an example from my recent trip on the Cardinal when the toilets stopped working in the sleeping car. The response I received, "I told Maintenance that the toilets would freeze." My response "Will anything be done enroute to try and fix them." His response, "They will thaw out somewhere in Virginia." This was in Indianapolis.

Perhaps a better response would have been, "The cold weather has frozen the toilets. Amtrak is equipped to handle these problems in New York City where we have maintenance staff available. I know this is not the ideal situation but you may use the restrooms in the coach cars. I have notified the coach attendant and he/she is aware that the sleeping class passenger will be using them."

Which answer would you prefer?

 

[haolerider]

It's well documented within this forum the spotty nature of the customer service provided by all areas of Amtrak, on board crew, ticket agents, station agents, etc. Does Amtrak provide customer service training for its client facing employees? I've never heard of any efforts in this regard. The company I work for considers customer service very important and we receive frequent training on how to handle thier needs. Surveys suggest the training works.
Amtrak, for the most part, has no rail competition but does compete with other forms of transportation. It seems to me that a consistenly good passenger experience would boost ridership and perhaps reduce the headcount needed in the Customer Service (aka Complaint) department.

It's been my experience, riding Amtrak from its inception, that the quality of customer service has not changed since inception.

I highly recommend that you take a few trips by Greyhound, and your choice of airlines and then tell us if Amtrak is lagging behind, is equal, or above average on customer service issues. I think it's a bit arrogant to think that Amtrak has no customer service training.

I think Amtrak is alot more concerned with Safety than Customer Service... It takes a special kind of person to work for Amtrak, and I've seen very few amtrak staff that I felt were truly unqualified for the job they were doing.

Amtrak is not in the entertainment or hospitality business... they are in the transportation business. If the employees can continue to transport me quickly, comfortably, and safely, then I am happy with the service they are providing.

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

Let me use an example from my recent trip on the Cardinal when the toilets stopped working in the sleeping car. The response I received, "I told Maintenance that the toilets would freeze." My response "Will anything be done enroute to try and fix them." His response, "They will thaw out somewhere in Virginia." This was in Indianapolis.

Perhaps a better response would have been, "The cold weather has frozen the toilets. Amtrak is equipped to handle these problems in New York City where we have maintenance staff available. I know this is not the ideal situation but you may use the restrooms in the coach cars. I have notified the coach attendant and he/she is aware that the sleeping class passenger will be using them."

Which answer would you prefer?

To answer your intial question, Amtrak does conduct what is referred to as Block Training, which consists of Safety & Operational training, which is required by the FRA and there is an amount of time that is spent on Customer Service, however in my own opinion and the opinion of others, this is not focused enough. The major focus of the Divisions is Safety and Customer Service takes a more minor role. Not that it is not considered important, it is just not a focus of all the Operating Divisions. One reason you may see varied examples of good and bad Customer Service could be attributed to the amount of emphasis that the individual Operating Division puts on good Customer Service.

 

[TVRM610]

To answer your intial question, Amtrak does conduct what is referred to as Block Training, which consists of Safety & Operational training, which is required by the FRA and there is an amount of time that is spent on Customer Service, however in my own opinion and the opinion of others, this is not focused enough. The major focus of the Divisions is Safety and Customer Service takes a more minor role. Not that it is not considered important, it is just not a focus of all the Operating Divisions. One reason you may see varied examples of good and bad Customer Service could be attributed to the amount of emphasis that the individual Operating Division puts on good Customer Service.

haolerider.... your referring specifically to Operations Employees I believe... Operation Employees need to be taught Safety.. PERIOD. There are so many safety issues that need to be reinforced constantly (partly due to ever-changing rules and regulations not just by the FRA, but operational changes and rule changes on various host railroads etc.). I do not think Conductors need any additional Customer Service training... and have found almost all of them to be quite pleasant. Again... what should Conductors be expected to do that they are not already doing?

The OBS crew is a bit more of a grey area which I will mention more in my next post quoting the OP.

 

[TVRM610]

It's well documented within this forum the spotty nature of the customer service provided by all areas of Amtrak, on board crew, ticket agents, station agents, etc. Does Amtrak provide customer service training for its client facing employees? I've never heard of any efforts in this regard. The company I work for considers customer service very important and we receive frequent training on how to handle thier needs. Surveys suggest the training works.
Amtrak, for the most part, has no rail competition but does compete with other forms of transportation. It seems to me that a consistenly good passenger experience would boost ridership and perhaps reduce the headcount needed in the Customer Service (aka Complaint) department.

It's been my experience, riding Amtrak from its inception, that the quality of customer service has not changed since inception.

I highly recommend that you take a few trips by Greyhound, and your choice of airlines and then tell us if Amtrak is lagging behind, is equal, or above average on customer service issues. I think it's a bit arrogant to think that Amtrak has no customer service training.

I think Amtrak is alot more concerned with Safety than Customer Service... It takes a special kind of person to work for Amtrak, and I've seen very few amtrak staff that I felt were truly unqualified for the job they were doing.

Amtrak is not in the entertainment or hospitality business... they are in the transportation business. If the employees can continue to transport me quickly, comfortably, and safely, then I am happy with the service they are providing.

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

Let me use an example from my recent trip on the Cardinal when the toilets stopped working in the sleeping car. The response I received, "I told Maintenance that the toilets would freeze." My response "Will anything be done enroute to try and fix them." His response, "They will thaw out somewhere in Virginia." This was in Indianapolis.

Perhaps a better response would have been, "The cold weather has frozen the toilets. Amtrak is equipped to handle these problems in New York City where we have maintenance staff available. I know this is not the ideal situation but you may use the restrooms in the coach cars. I have notified the coach attendant and he/she is aware that the sleeping class passenger will be using them."

Which answer would you prefer?

Hmm... I don't know. Honestly whatever he says doesn't change the current situation. I wasn't there so I don't know how he spoke to you, he told you the information he knew at the time. Yes your better response is more elegantly worded, and sure that's great if you get that response, but I wouldn't say the response you got was out of line either.. necesarily.

As for calling all passnegers by name... I don't know, if my sleeper attendant kept calling me by name I might get a little creeped out. Haha.. not really, but I don't think that should be expected of OBS crew.

An LSA would not tell someone "hey hey hey you can't sit there" unless that person was just walking in and sitting wherever they thought best ignoring the "Please Wait to be Seated" signs.

I do think that diner and lounge service crews can be at times a little less friendly than I would prefer but they work some pretty crazy hours. As jim pointed out that he does, I tip them accordingly.

 

[PetalumaLoco]

Amtrak is equal to the Hound and behind the airlines.

Not in my book! Hope I never enter another air terminal, I'm done with those people.

 

[transit54]

I've been giving this some thought throughout the day. I previously worked for JetBlue, and despite the usual reputation of air carriers, they took immense pride in their top notch customer service. Sure, there were a few bad apples here and there (and a disproportionate number working at JFK) but from day one, you were taught, "We are not an airline - we are a customer service company that flies planes." And everyone really took that to heart. Now, to be honest, I received very little training the in the way of customer service - probably about a day or two - and I was working in a front line, customer facing position. More than specific skills, there was just an attitude that it was everyone's responsibility to provide top-notch customer service, and if you couldn't/didn't want to do that, go work somewhere else.

Now I really don't think the answer is to sent all the OBS crew to a customer service class. Instead, why not create public, measurable customer service goals and use that to uphold standards among the crew?

The way I'm envisioning this, Amtrak would post on their website, publish in Arrive and other publications, and post in their stations an "Amtrak code of service" which would consist of concrete service guarantees that Amtrak would provide.

Such as:

Today, we promise to:

1. Get you to your destination in a safe and timely manner. If delays occur, we will update you as to the cause at the first possible moment, and keep you informed at least every 15 minutes on our attempts to resolve them.

2. Make your journey as enjoyable as possible. We will do our best to keep our cars clean, our food supplies stocked and our restrooms in operating condition.

3. Make you feel welcome on board. We expect the highest level of customer service from everyone you will interact with, on or off board, today. Our staff are here to help you get where you're going with the highest level of satisfaction. If you need anything, please let them know. If they can't help you, they will do their best to direct you to someone you can.

4. Provide accurate and timely information about the arrival and departure of your train, as well as boarding procedures, ticketing information, and baggage policies. Our reservations and ticket agents will be aware and informed of our policies and be able to assist you in answering your questions.

And so on....

 

If Amtrak hasn't met our standards today, we want to know why. Please call/e-mail/write us at so that we can work to improve our service.

It would be a good marketing tool and would serve as a guideline for what the company considers acceptable customer service. If employees weren't holding up the standards of service, I think it's more likely that the customer will complain to customer service, rather than writing off the issue as 'Amtrak's level of service' and deciding not to ride again. Riders could also be surveyed after their ride to determine if the goals were being met.

It could also go two ways, stating customer guidelines as far as acceptable behavior on the train and other policies.

What does everyone else think?

 

[greatcats]

I have not ridden Greyhound recently, but I had a driver once out of Knoxville who had the passengers convulsed in laughter when he read his rules and regulations. There are good and a few bad working everywhere. I recently flew to Tokyo on Northwest and had generally good and friendly service from everybody. A few month ago I took Southwest Portland to Las Vegas. A cattle car, yes, but no gripes about the employees. What makes me crazy, but of course I am cooperative, is the security. Necessary, unfortunately, due to subhuman radicals. A thorny and serious problem, to be sure, to the inconvenience of normal law abiding people.

 

[jis]

I do considerable amount of traveling by both air and rail. I mostly travel by Continental when flying. I am Continental and Star Gold, and I am also Amtrak Select Plus, roughly equivalent levels of Elite.

I believe the real problem in flying is the rag tag circus that TSA is, which is not the airline's fault. Even when TSA screws up big time, so far Continental has treated me very well. In flight service on Continental in general is more consistently suprerior to Amtrak's of course taking into account the obvious differences inherent in what can or cannot be done in one mode or the other.

Each has its excellent moments and bad moments, but overall when considering value for the price I find Continental a tad ahead of Amtrak. That is not to say that I fly from New York to Boston or Washington. I don't. I always take the Acela, or that I generally take Amtrak LD service, I don't, except on rare occasions when the stars align right or I am traveling with friends and want to travel together by train. Anyway that is my travel profile and my experience.

 

[Big Iron]

I've been giving this some thought throughout the day. I previously worked for JetBlue, and despite the usual reputation of air carriers, they took immense pride in their top notch customer service. Sure, there were a few bad apples here and there (and a disproportionate number working at JFK) but from day one, you were taught, "We are not an airline - we are a customer service company that flies planes." And everyone really took that to heart. Now, to be honest, I received very little training the in the way of customer service - probably about a day or two - and I was working in a front line, customer facing position. More than specific skills, there was just an attitude that it was everyone's responsibility to provide top-notch customer service, and if you couldn't/didn't want to do that, go work somewhere else.
Now I really don't think the answer is to sent all the OBS crew to a customer service class. Instead, why not create public, measurable customer service goals and use that to uphold standards among the crew?

The way I'm envisioning this, Amtrak would post on their website, publish in Arrive and other publications, and post in their stations an "Amtrak code of service" which would consist of concrete service guarantees that Amtrak would provide.

Such as:

Today, we promise to:

1. Get you to your destination in a safe and timely manner. If delays occur, we will update you as to the cause at the first possible moment, and keep you informed at least every 15 minutes on our attempts to resolve them.

2. Make your journey as enjoyable as possible. We will do our best to keep our cars clean, our food supplies stocked and our restrooms in operating condition.

3. Make you feel welcome on board. We expect the highest level of customer service from everyone you will interact with, on or off board, today. Our staff are here to help you get where you're going with the highest level of satisfaction. If you need anything, please let them know. If they can't help you, they will do their best to direct you to someone you can.

4. Provide accurate and timely information about the arrival and departure of your train, as well as boarding procedures, ticketing information, and baggage policies. Our reservations and ticket agents will be aware and informed of our policies and be able to assist you in answering your questions.

And so on....

 

If Amtrak hasn't met our standards today, we want to know why. Please call/e-mail/write us at so that we can work to improve our service.

It would be a good marketing tool and would serve as a guideline for what the company considers acceptable customer service. If employees weren't holding up the standards of service, I think it's more likely that the customer will complain to customer service, rather than writing off the issue as 'Amtrak's level of service' and deciding not to ride again. Riders could also be surveyed after their ride to determine if the goals were being met.

It could also go two ways, stating customer guidelines as far as acceptable behavior on the train and other policies.

What does everyone else think?

Give this man a cigar!!!!! This is heading in the right direction if not totally on point.

My opinion only, most of us here love to ride trains and are more forgiving than the average Amtrak rider. Our expectation have been set herein to expect late trains, equipment breakdowns, food shortages and the like. We will ride the trains (slight exageration) if the SCA were hitting us on the head with a hammer. I'd ride the trains if they were saying bad things about my mother.

I'm talking about the others that are first time riders who might think that paying triple figures for a roomette would lead them to expect a working toilet in 10 below weather. A flippant attitude by and SCA, who is probably flippant because of the frequency of these types of problems, would cause an inexperienced rider to say "never again" or consider other options first.

My follow up question, do we as more seasoned rail riders expect less because we are used to getting less? Should we demand more or accept the status quo since we are more understanding of the working enviroment within Amtrak employees operate.

 

[TVRM610]

I've been giving this some thought throughout the day. I previously worked for JetBlue, and despite the usual reputation of air carriers, they took immense pride in their top notch customer service. Sure, there were a few bad apples here and there (and a disproportionate number working at JFK) but from day one, you were taught, "We are not an airline - we are a customer service company that flies planes." And everyone really took that to heart. Now, to be honest, I received very little training the in the way of customer service - probably about a day or two - and I was working in a front line, customer facing position. More than specific skills, there was just an attitude that it was everyone's responsibility to provide top-notch customer service, and if you couldn't/didn't want to do that, go work somewhere else.
Now I really don't think the answer is to sent all the OBS crew to a customer service class. Instead, why not create public, measurable customer service goals and use that to uphold standards among the crew?

The way I'm envisioning this, Amtrak would post on their website, publish in Arrive and other publications, and post in their stations an "Amtrak code of service" which would consist of concrete service guarantees that Amtrak would provide.

Such as:

Today, we promise to:

1. Get you to your destination in a safe and timely manner. If delays occur, we will update you as to the cause at the first possible moment, and keep you informed at least every 15 minutes on our attempts to resolve them.

2. Make your journey as enjoyable as possible. We will do our best to keep our cars clean, our food supplies stocked and our restrooms in operating condition.

3. Make you feel welcome on board. We expect the highest level of customer service from everyone you will interact with, on or off board, today. Our staff are here to help you get where you're going with the highest level of satisfaction. If you need anything, please let them know. If they can't help you, they will do their best to direct you to someone you can.

4. Provide accurate and timely information about the arrival and departure of your train, as well as boarding procedures, ticketing information, and baggage policies. Our reservations and ticket agents will be aware and informed of our policies and be able to assist you in answering your questions.

And so on....

 

If Amtrak hasn't met our standards today, we want to know why. Please call/e-mail/write us at so that we can work to improve our service.

It would be a good marketing tool and would serve as a guideline for what the company considers acceptable customer service. If employees weren't holding up the standards of service, I think it's more likely that the customer will complain to customer service, rather than writing off the issue as 'Amtrak's level of service' and deciding not to ride again. Riders could also be surveyed after their ride to determine if the goals were being met.

It could also go two ways, stating customer guidelines as far as acceptable behavior on the train and other policies.

What does everyone else think?

I like the idea...

I think one of the problems with Amtrak customer service is this. Working on a train is very unique, generally you have to want to work on a train or you'll never apply for such a job. Amtrak has a very low turnover rate. The amount of training required to work Amtrak positions is pretty high. The crew knows this, they know they are not going to get replaced over a customer complaint. They REALLY have to cross the line and even then they will prob. only get talked to. Since Amtrak is kind of specialized work, it seems that once your in your in (and PLEASE don't blame the unions for this... that's really not the problem).

Now when it comes to service crew... maybe they could be a little tougher... that is the companies call.

As for Operating crew... they need Conductors with experience. No matter how grumpy they are.. a Conductor with years of experience is going to know so much more about dealing with an emergency situation, or anything else serious then a new guy. Train Operations is serious business. Now if you think Amtrak should take your tax dollars to hire a "Passenger Conductor" who smiles, looks pretty, and tells you a joke while he punches your ticket fine... just leave the guys and ladies with years and years of experience in control of the train. They keep things safe.

 

[Big Iron]

It's well documented within this forum the spotty nature of the customer service provided by all areas of Amtrak, on board crew, ticket agents, station agents, etc. Does Amtrak provide customer service training for its client facing employees? I've never heard of any efforts in this regard. The company I work for considers customer service very important and we receive frequent training on how to handle thier needs. Surveys suggest the training works.
Amtrak, for the most part, has no rail competition but does compete with other forms of transportation. It seems to me that a consistenly good passenger experience would boost ridership and perhaps reduce the headcount needed in the Customer Service (aka Complaint) department.

It's been my experience, riding Amtrak from its inception, that the quality of customer service has not changed since inception.

I highly recommend that you take a few trips by Greyhound, and your choice of airlines and then tell us if Amtrak is lagging behind, is equal, or above average on customer service issues. I think it's a bit arrogant to think that Amtrak has no customer service training.

I think Amtrak is alot more concerned with Safety than Customer Service... It takes a special kind of person to work for Amtrak, and I've seen very few amtrak staff that I felt were truly unqualified for the job they were doing.

Amtrak is not in the entertainment or hospitality business... they are in the transportation business. If the employees can continue to transport me quickly, comfortably, and safely, then I am happy with the service they are providing.

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

Let me use an example from my recent trip on the Cardinal when the toilets stopped working in the sleeping car. The response I received, "I told Maintenance that the toilets would freeze." My response "Will anything be done enroute to try and fix them." His response, "They will thaw out somewhere in Virginia." This was in Indianapolis.

Perhaps a better response would have been, "The cold weather has frozen the toilets. Amtrak is equipped to handle these problems in New York City where we have maintenance staff available. I know this is not the ideal situation but you may use the restrooms in the coach cars. I have notified the coach attendant and he/she is aware that the sleeping class passenger will be using them."

Which answer would you prefer?

Hmm... I don't know. Honestly whatever he says doesn't change the current situation. I wasn't there so I don't know how he spoke to you, he told you the information he knew at the time. Yes your better response is more elegantly worded, and sure that's great if you get that response, but I wouldn't say the response you got was out of line either.. necesarily.

As for calling all passnegers by name... I don't know, if my sleeper attendant kept calling me by name I might get a little creeped out. Haha.. not really, but I don't think that should be expected of OBS crew.

An LSA would not tell someone "hey hey hey you can't sit there" unless that person was just walking in and sitting wherever they thought best ignoring the "Please Wait to be Seated" signs.

I do think that diner and lounge service crews can be at times a little less friendly than I would prefer but they work some pretty crazy hours. As jim pointed out that he does, I tip them accordingly.

Correct, nothing could have fixed the problem with the toilets, so should a passenger sit there and wonder what to do next or have a civil explanation that allows them to deal with the situation. The opposite happened with the SCA on the Cap. Many pax in the car were connecting with trains that were annulled and they were significantly worried about reaching their destinations. The SCA assured them that Amtrak reps knew they were aboard and were working on alternate plans. The problem wasn't fixed there and then but, because of a civil, polite response, the passengers worries were mitigaged and they enjoyed their trip.

 

[Shanghai]

I have only had one bad experience with Amtrak in many trips. I have visited most of the lounges, upgraded, changed reservations and

usually travel in sleeper accommodations, phoned Amtrak & AGR and in general, I have been pleased with their customer service.

Like most other jobs, continuing training is generally helpful in all disciplines.

 

[Green Maned Lion]

My experience with Airline customer service over a period of about 7 years where I didn't use the train much, is one of the reasons I am a devoted Amtrak customer. Continental's CS was shoddy at best, in my experience. American's is despicable.

The problem Amtrak has with CS is that it is hard for them to can people that do a bad job, probably harder than it is for some airlines. The puppy dog, on the other hand, has a level of customer service that makes McDonald's seem CS oriented. But at least I don't have to be TSA'd to death on it.

 

[haolerider]

It's well documented within this forum the spotty nature of the customer service provided by all areas of Amtrak, on board crew, ticket agents, station agents, etc. Does Amtrak provide customer service training for its client facing employees? I've never heard of any efforts in this regard. The company I work for considers customer service very important and we receive frequent training on how to handle thier needs. Surveys suggest the training works.
Amtrak, for the most part, has no rail competition but does compete with other forms of transportation. It seems to me that a consistenly good passenger experience would boost ridership and perhaps reduce the headcount needed in the Customer Service (aka Complaint) department.

It's been my experience, riding Amtrak from its inception, that the quality of customer service has not changed since inception.

I highly recommend that you take a few trips by Greyhound, and your choice of airlines and then tell us if Amtrak is lagging behind, is equal, or above average on customer service issues. I think it's a bit arrogant to think that Amtrak has no customer service training.

I think Amtrak is alot more concerned with Safety than Customer Service... It takes a special kind of person to work for Amtrak, and I've seen very few amtrak staff that I felt were truly unqualified for the job they were doing.

Amtrak is not in the entertainment or hospitality business... they are in the transportation business. If the employees can continue to transport me quickly, comfortably, and safely, then I am happy with the service they are providing.

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

However.. I would like to know what some of your training ideas are? What exactly do you think Amtrak employees need to be taught?

Let me use an example from my recent trip on the Cardinal when the toilets stopped working in the sleeping car. The response I received, "I told Maintenance that the toilets would freeze." My response "Will anything be done enroute to try and fix them." His response, "They will thaw out somewhere in Virginia." This was in Indianapolis.

Perhaps a better response would have been, "The cold weather has frozen the toilets. Amtrak is equipped to handle these problems in New York City where we have maintenance staff available. I know this is not the ideal situation but you may use the restrooms in the coach cars. I have notified the coach attendant and he/she is aware that the sleeping class passenger will be using them."

Which answer would you prefer?

Hmm... I don't know. Honestly whatever he says doesn't change the current situation. I wasn't there so I don't know how he spoke to you, he told you the information he knew at the time. Yes your better response is more elegantly worded, and sure that's great if you get that response, but I wouldn't say the response you got was out of line either.. necesarily.

As for calling all passnegers by name... I don't know, if my sleeper attendant kept calling me by name I might get a little creeped out. Haha.. not really, but I don't think that should be expected of OBS crew.

An LSA would not tell someone "hey hey hey you can't sit there" unless that person was just walking in and sitting wherever they thought best ignoring the "Please Wait to be Seated" signs.

I do think that diner and lounge service crews can be at times a little less friendly than I would prefer but they work some pretty crazy hours. As jim pointed out that he does, I tip them accordingly.

Actually, all employees attend Block Training, including OBS, Conductors, etc. Ride an NEC train and see how many conductors actually speak to the passengers and include a thank you for riding Amtrak in their announcements. In fact, many of the conductors do not make announcements on NEC or LD trains. Conductors need Customer Service training as much as OBS - maybe more.

 

[TVRM610]

Actually, all employees attend Block Training, including OBS, Conductors, etc. Ride an NEC train and see how many conductors actually speak to the passengers and include a thank you for riding Amtrak in their announcements. In fact, many of the conductors do not make announcements on NEC or LD trains. Conductors need Customer Service training as much as OBS - maybe more.

Ok... I did... Jan 7, 2010. Northeast Regional Train #129. The Conductor was professional while taking tickets, came by and told me personally when my stop was next, and then made a clear professional announcement when we were arriving.

Actually I'm surprised that NEC trains even came up, I've never encountered rude Operating staff on the Corridor (well on an AMTRAK corridor train).

Maybe you could ride a NEC train and tell me what your experience is...

 

[AlanB]

I've encountered a few rude conductors on the NEC, some who were less than helpful with their announcements, and many who were just wonderful. Thanking me as they collected my ticket, making clear, concise, and timely announcements, and so forth.

 

[haolerider]

Actually, all employees attend Block Training, including OBS, Conductors, etc. Ride an NEC train and see how many conductors actually speak to the passengers and include a thank you for riding Amtrak in their announcements. In fact, many of the conductors do not make announcements on NEC or LD trains. Conductors need Customer Service training as much as OBS - maybe more.

Ok... I did... Jan 7, 2010. Northeast Regional Train #129. The Conductor was professional while taking tickets, came by and told me personally when my stop was next, and then made a clear professional announcement when we were arriving.

Actually I'm surprised that NEC trains even came up, I've never encountered rude Operating staff on the Corridor (well on an AMTRAK corridor train).

Maybe you could ride a NEC train and tell me what your experience is...

Actually, I rode NEC trains on almost a daily basis for two years, have ridden almost every LD train in the system and also had access to the Customer Service complaints regarding service on board all trains. There is a lot of work to be done with Customer Service to get it to an acceptable level. I cannot argue the point of specific good service you received on your recent trip, but I know Customer Service can be better on Amtrak, if it is given the same level of exposure and focus as Safety.

 

[TVRM610]

Actually, all employees attend Block Training, including OBS, Conductors, etc. Ride an NEC train and see how many conductors actually speak to the passengers and include a thank you for riding Amtrak in their announcements. In fact, many of the conductors do not make announcements on NEC or LD trains. Conductors need Customer Service training as much as OBS - maybe more.

Ok... I did... Jan 7, 2010. Northeast Regional Train #129. The Conductor was professional while taking tickets, came by and told me personally when my stop was next, and then made a clear professional announcement when we were arriving.

Actually I'm surprised that NEC trains even came up, I've never encountered rude Operating staff on the Corridor (well on an AMTRAK corridor train).

Maybe you could ride a NEC train and tell me what your experience is...

Actually, I rode NEC trains on almost a daily basis for two years, have ridden almost every LD train in the system and also had access to the Customer Service complaints regarding service on board all trains. There is a lot of work to be done with Customer Service to get it to an acceptable level. I cannot argue the point of specific good service you received on your recent trip, but I know Customer Service can be better on Amtrak, if it is given the same level of exposure and focus as Safety.

To be fair, I agree that system wide Customer Service can be improved. Most notably with lounge car attendants (I've seen a few great ones, but very few.).

My argument is that it doesn't need to be the focus that some are suggesting, especially with operations crew. Conductors really need to focus on keeping the train safe, and above that if they are professional I'm happy. If they choose to be friendly, great but that shouldn't be a requirement of their job.

Again... if Amtrak wants to hire "Passenger Conductors" whose sole jobs is to take/sell tickets, make announcements, etc. then that is fine. The real Conductors have alot more to worry about.