Exceptional Employees

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Bembidion

Train Attendant
Joined
Aug 9, 2021
Messages
19
Location
Meriden, CT
I have a question. Has anyone met any Amtrak employees which stand out as being exceptional? The reason I ask is that my wife and I recently took the Silver Star from CT to Florida and then to NC and the man running the dining car was named Johnny. He was a great guy. He chatted with customers, told jokes, took pictures for us and was just a fun guy to be around. He also talked about his own desire to make excellence his driving goal as an employee; it showed. All of the on-board personnel were competent and professional, but this man was the best Amtrak employee I have ever interacted with and I've taken many trips over the years. I did contact Amtrak by e-mail about this top-notch man.
 

PaTrainFan

OBS Chief
AU Supporter
Joined
May 1, 2017
Messages
565
Location
Pittsburgh, Pa.
This behavior needs to be celebrated and reinforced. Thank you for contacting Amtrak about that. I had a similar experience a few years ago with an exceptional SCA under trying cirumstances which included a 12 hour delay, and told him I was going to contact Amtrak. He frankly was very cyncal about Amtrak's desire to hear such things about their employees, yet I felt it important to have that on the record.
 

tim49424

Engineer
Joined
Dec 20, 2010
Messages
5,368
Location
Holland, MI
I've often reported good customer service from Amtrak staff. It's important to do and there are so many that work their butts off to try to make our trips as comfortable and fun as possible. Sometimes it can't be achieved, but that's their goal and management needs to be informed that they're doing their best. The same can be true about the employees who don't and are just plain lazy. They need to be reported as well. I've done that once.
 

Oreius

OBS Chief
Joined
Jun 5, 2012
Messages
564
I’ve had great customer service on all my trips. My SCA on my Silver Star trip in 2019 was okay, as well my SCA on the Meteor in 2021. The best SCA I had was on my first Meteor trip in 2018. She was very nice, pleasant, and helped me get off at Philadelphia.

In general, I always tip my staff. $10 for my SCA,$5 for the dining car crew, $5 for the Cafe Attendant, and $2 for the Redcaps.
 

Cal

Foamer
Joined
Jan 23, 2021
Messages
3,192
Location
Socal
Is the best way to contact Amtrak about good/bad customer service through email? If so, what email? And what about station employees (for example, LAX red caps)
 

cassie225

Lead Service Attendant
Joined
May 30, 2012
Messages
338
Location
Louisiana
I wonder if that Robert on the Zephyr is the one I had on the Crescent, excellent without being intrusive. Awesome and I sent email to Amtrak, that was a few years back, I believe 2019 or so.
 

AmtrakBlue

Engineer
Gathering Team Member
Joined
May 6, 2011
Messages
13,189
Location
Delaware
Is the best way to contact Amtrak about good/bad customer service through email? If so, what email? And what about station employees (for example, LAX red caps)
 

Josh M

Train Attendant
Joined
May 30, 2015
Messages
71
Location
Ferndale, MI
I've always taken time to contact Amtrak about good (and bad) experiences with staff after each of my trips. The SCA on my first long distance trip on the Zephyr, Francine, was amazing and made the whole trip that much better. (She was so outstanding I still remember her name 6 years later, and I'm usually terrible with names!) I used to work in business management, and I always appreciated getting feedback from customers about good staff members so they could be recognized appropriately (and held up as examples for others). It's been my hope that Amtrak does as well.
 

pennyk

50 year Amtrak Rider
Staff member
Administator
Moderator
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Jul 5, 2009
Messages
11,787
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Orlando, FL
I have had the opportunity to visit the crew base in Miami. The last few times I was there, they had a bulletin board recognizing crew members who had recently received positive reviews. (I assume from the Amtrak website). Apparently, someone was paying attention. :)

Also, when a crew member received an Amtrak Customer Advisory Committee Customer Service Award, it was announced to all crew members and a ceremony recognizing the recipient was had at the crew base. Each crew base does it a bit differently. I have attended numerous "ceremonies" in Miami, one in Tampa and one in Seattle.
 

Nick Farr

OBS Chief
AU Supporter
Joined
Dec 25, 2019
Messages
522
Location
Michigan
The conductors on the Zephyr between Denver and Glenwood Springs (or wherever the crew switch is) are always my favorite.

I think Robert once took off his conductor hat and let my partner and I take pictures with it on. We still cherish those memories and hope to see Robert again on our trip!
 

Bob Dylan

50+ Year Amtrak Rider
Joined
May 31, 2009
Messages
23,669
Location
Austin Texas
The conductors on the Zephyr between Denver and Glenwood Springs (or wherever the crew switch is) are always my favorite.

I think Robert once took off his conductor hat and let my partner and I take pictures with it on. We still cherish those memories and hope to see Robert again on our trip!
Lots of good Conductors out of San Antonio on the Eagle and Sunset Ltd routes too!
 

pennyk

50 year Amtrak Rider
Staff member
Administator
Moderator
AU Lifetime Supporter
Gathering Team Member
Joined
Jul 5, 2009
Messages
11,787
Location
Orlando, FL
I have had the opportunity to visit the crew base in Miami. The last few times I was there, they had a bulletin board recognizing crew members who had recently received positive reviews. (I assume from the Amtrak website). Apparently, someone was paying attention. :)

Also, when a crew member received an Amtrak Customer Advisory Committee Customer Service Award, it was announced to all crew members and a ceremony recognizing the recipient was had at the crew base. Each crew base does it a bit differently. I have attended numerous "ceremonies" in Miami, one in Tampa and one in Seattle.
Attached are some photos I found of ceremonies and/or CSA awardLeo.JPG030.JPG216.JPG1115.JPG1295.JPG
 

deBASHmode

Train Attendant
AU Supporter
Joined
May 30, 2021
Messages
30
Location
San Francisco
I've tried sending praise via this link. When I submit, there's no indication that it was received. The overlay just stays open and nothing else happens. :(
 

Cal

Foamer
Joined
Jan 23, 2021
Messages
3,192
Location
Socal
I've tried sending praise via this link. When I submit, there's no indication that it was received. The overlay just stays open and nothing else happens. :(
I was confused on the location, it was showing (I think) it didn't accept what I put. What do you put?
 

deBASHmode

Train Attendant
AU Supporter
Joined
May 30, 2021
Messages
30
Location
San Francisco
I was confused on the location, it was showing (I think) it didn't accept what I put. What do you put?
I put "Emeryville" - where I boarded. If I tried adding CA the text box rendered red. There aren't any errors indicated on the page. Kinda weird.
 
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Dakota 400

Engineer
AU Supporter
Joined
Mar 5, 2014
Messages
3,254
I've tried sending praise via this link. When I submit, there's no indication that it was received. The overlay just stays open and nothing else happens. :(
A snail mail letter works better. That is what I have done and have received a written reply in response.
 
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