For staff - do you ever want to just pack it all in?

EM2 · 11th May 2012, 06:22

Let me explain.

I'm a Station Control Supervisor, having previousy been a Customer Service Assistant, so when things go wrong, I know what it's like at the sharp end, how hard it is to get accurate information and updates.
As a matter of course, I read the Twitter feeds of a number of TOCs, and during a disruption the amount of vitriol and abuse that gets sent their way is absolutely shocking.

Reading FCC's timeline yesterday just brought home to me how bad it's getting, with one guy in particular (whose Twitter bio says he's a union rep within the Police) giving the Twitter team a really horrible time.

The thing is, this made me think if this is really what I want to do now. We all know that the industry will never be 100% reliable, there are too many systems and interactions for that, and the reactions to that really do frustrate and annoy me, that people will never understand what it is that we do and how hard we're working to a) get the information they want and b) to actually get the issues fixed.

MR_P · 11th May 2012, 07:07

Not a member of Staff yet, Problem is nowadays people love to moan, its more popular that the great topic of the weather!
Guess its one of those industries where you hardly ever get the praise when things go right and working well.

Ferret · 11th May 2012, 07:44

Quote:

Originally Posted by EM2

Reading FCC's timeline yesterday just brought home to me how bad it's getting, with one guy in particular (whose Twitter bio says he's a union rep within the Police) giving the Twitter team a really horrible time.

Sounds about right.

TheEscapist_ · 11th May 2012, 07:48

I love my job, but when there is disruption, I get shouted at quite sometimes and was called a fat idiot a few days ago! Stuff like that makes me want to quit.

hairyhandedfool · 11th May 2012, 07:52

Every job has it's ups and downs, it's how you deal with it that makes the difference. As front line rail staff, you have to accept some people are going to be rude and aggressive, and that they are going to moan and complain when things aren't going their way.

The 'mobile revolution' is making it easier for people to make quicker complaints and, rather than being able to calm down or vent steam before complaining, the full brunt of the situation is thrust on customer relations staff and that is here to stay I think.

I think most staff would be kidding themselves if they said they hadn't had a day that made them stop and consider their options.

Bellwater · 11th May 2012, 08:03

Twitter's no different to here really, making comments with little chance of a comeback.

No, not really. I'm glad I'm not on the Intercity routes as the abuse you get on there when something goes wrong is something else as opposed to local ones where passengers are more understanding.

If I get treated with respect I give it back.. If not well 'evil laugh'

EM2 · 11th May 2012, 08:17

The thing is, it's not me getting it in the neck, it's the industry as a whole, and it's making me wonder if I really want to work in an industry where no matter what is done, it's seen as not being good enough.

175001 · 11th May 2012, 08:34

As a guard, I take the rough with the smooth.

Some Saturday nights around here I think to myself why am I doing this job for the hassle its worth, then on other days, I think to myself, this is the life, seeing green lush countryside, passing me by as I do my job

XCDriver · 11th May 2012, 08:45

I get really frustrated with people who moan about things that are outside the railways control but make it sound like its the railways fault.
Trouble with commuters is their train can be on time 15 or 20 times on the trot but they will always remember the one time when it was delayed

Nym · 11th May 2012, 08:46

Quote:

Originally Posted by XCDriver

I get really frustrated with people who moan about things that are outside the railways control but make it sound like its the railways fault.
Trouble with commuters is their train can be on time 15 or 20 times on the trot but they will always remember the one time when it was delayed

Quite true indeed...

London is the worst, they wait more than 3 mins for anything and they feel hard done by.

AdamW · 11th May 2012, 09:00

Quote:

Originally Posted by Nym

Quite true indeed...

London is the worst, they wait more than 3 mins for anything and they feel hard done by.

Exactly. Try coming to the Forest of Dean where your 1 bus an hour to Gloucester turns up 1 hour 20 minutes late!

On a general note, I think people just like somebody to blame when things aren't quite going right. Most passangers don't have a clue about what's behind Speed restrictions, failed freight trains, animals on the line, signalling problems and vent out all their anger on the TOC they want to use and the first member of staff they see!

table38 · 11th May 2012, 09:03

It happens a lot in my industry too (aka "Blamestorming"

).

In the old days, I'd go on site to fix something, and because it was probably just on the edge of failing completely and hadn't been switched off for a while, just the process of restarting it would cause a major outage, for which they would try to blame me, again showing a lack of understanding of the reality of "how things work".

Of course, the guy blaming me has got his boss on his back and so on, so it can be understandable.

We just used to take it on the chin. The rest of the job made up for the occasional contretemps.

WCMLaddict · 11th May 2012, 09:39

Quote:

Originally Posted by 175001

As a guard, I take the rough with the smooth.

Some Saturday nights around here I think to myself why am I doing this job for the hassle its worth, then on other days, I think to myself, this is the life, seeing green lush countryside, passing me by as I do my job

But there are many people that appreciate your work. Just yesterday I saw how a Northern guard dealt with some young troublemakers with calm but no nonsense approach. I rarely go on commuter trains so don't see such things often so I was really impressed with his stance. Other passengers as well even as he delayed the train slightly. He was praised by quite a few.

AndyBoo · 11th May 2012, 10:27

just have to be very thick skinned. ive never done station work, and i think its easier for on-board staff. Customers will always complain, but if your working on-board a delayed train its easy to remind the customers that all the staff on-board are in the same situation. We all gonna be late getting home. And no matter what you are called, just remember they are only shouting at the uniform. Ive been in many sticky situations, but have found that if you just keep on agreeing with their complaints they soon stop.

ChrisTheRef · 12th May 2012, 06:00

Quote:

Originally Posted by AndyBoo

just have to be very thick skinned. ive never done station work, and i think its easier for on-board staff. Customers will always complain, but if your working on-board a delayed train its easy to remind the customers that all the staff on-board are in the same situation. We all gonna be late getting home. And no matter what you are called, just remember they are only shouting at the uniform. Ive been in many sticky situations, but have found that if you just keep on agreeing with their complaints they soon stop.

Agree. A lot of people who use our network seem to have this mindset that we're ridiculous and unreliable etc etc, despite being one of the most punctual TOCs in the country.

As/when the verbals begin, I try and sympathise and explain, whilst letting the insults go flying over my head. It's only because I'm wearing this uniform.

11th May 2012, 06:22	#1
EM2 Established Member Join Date: 16 Nov 2008 Location: Forest Gate, London Posts: 2,276	For staff - do you ever want to just pack it all in? Let me explain. I'm a Station Control Supervisor, having previousy been a Customer Service Assistant, so when things go wrong, I know what it's like at the sharp end, how hard it is to get accurate information and updates. As a matter of course, I read the Twitter feeds of a number of TOCs, and during a disruption the amount of vitriol and abuse that gets sent their way is absolutely shocking. Reading FCC's timeline yesterday just brought home to me how bad it's getting, with one guy in particular (whose Twitter bio says he's a union rep within the Police) giving the Twitter team a really horrible time. The thing is, this made me think if this is really what I want to do now. We all know that the industry will never be 100% reliable, there are too many systems and interactions for that, and the reactions to that really do frustrate and annoy me, that people will never understand what it is that we do and how hard we're working to a) get the information they want and b) to actually get the issues fixed. __________________ *'Captain, this is madness!' 'This is not madness. This is Hassocks!'* 1343 miles in 23h 47m with no repeat mileage. Can you prove you've beaten it?

11th May 2012, 07:52	#5
hairyhandedfool TOC employee Established Member Join Date: 14 Apr 2008 Posts: 5,187	Every job has it's ups and downs, it's how you deal with it that makes the difference. As front line rail staff, you have to accept some people are going to be rude and aggressive, and that they are going to moan and complain when things aren't going their way. The 'mobile revolution' is making it easier for people to make quicker complaints and, rather than being able to calm down or vent steam before complaining, the full brunt of the situation is thrust on customer relations staff and that is here to stay I think. I think most staff would be kidding themselves if they said they hadn't had a day that made them stop and consider their options. __________________ These views are my own and not, in any way, those of my employer, though they may choose to agree with them if they wish.

11th May 2012, 08:17	#7
EM2 Established Member Join Date: 16 Nov 2008 Location: Forest Gate, London Posts: 2,276	The thing is, it's not me getting it in the neck, it's the industry as a whole, and it's making me wonder if I really want to work in an industry where no matter what is done, it's seen as not being good enough. __________________ *'Captain, this is madness!' 'This is not madness. This is Hassocks!'* 1343 miles in 23h 47m with no repeat mileage. Can you prove you've beaten it?

11th May 2012, 08:34	#8
175001 Member Join Date: 3 Feb 2007 Location: Usually between Ordsall Lane Jct and Earlestown East Jct Posts: 662	As a guard, I take the rough with the smooth. Some Saturday nights around here I think to myself why am I doing this job for the hassle its worth, then on other days, I think to myself, this is the life, seeing green lush countryside, passing me by as I do my job __________________ Northern Guard

11th May 2012, 07:07	#2
MR_P Member Join Date: 24 Apr 2012 Location: Cambs Posts: 74	Not a member of Staff yet, Problem is nowadays people love to moan, its more popular that the great topic of the weather! Guess its one of those industries where you hardly ever get the praise when things go right and working well.

11th May 2012, 07:48	#4
TheEscapist_ Member Join Date: 18 Nov 2011 Posts: 17	I love my job, but when there is disruption, I get shouted at quite sometimes and was called a fat idiot a few days ago! Stuff like that makes me want to quit.

11th May 2012, 08:03	#6
Bellwater Awaiting Email Confirmation Join Date: 10 Jan 2010 Location: on a 158 Posts: 522	Twitter's no different to here really, making comments with little chance of a comeback. No, not really. I'm glad I'm not on the Intercity routes as the abuse you get on there when something goes wrong is something else as opposed to local ones where passengers are more understanding. If I get treated with respect I give it back.. If not well 'evil laugh'

11th May 2012, 08:45	#9
XCDriver Banned Join Date: 26 Feb 2011 Location: Warwick Posts: 2,169	I get really frustrated with people who moan about things that are outside the railways control but make it sound like its the railways fault. Trouble with commuters is their train can be on time 15 or 20 times on the trot but they will always remember the one time when it was delayed

11th May 2012, 09:03	#12
table38 Criminally Inane Established Member Join Date: 12 Oct 2010 Location: Stalybridge Posts: 1,100	It happens a lot in my industry too (aka "Blamestorming" ). In the old days, I'd go on site to fix something, and because it was probably just on the edge of failing completely and hadn't been switched off for a while, just the process of restarting it would cause a major outage, for which they would try to blame me, again showing a lack of understanding of the reality of "how things work". Of course, the guy blaming me has got his boss on his back and so on, so it can be understandable. We just used to take it on the chin. The rest of the job made up for the occasional contretemps.

11th May 2012, 10:27	#14
AndyBoo Member Join Date: 19 Jan 2012 Location: Up north Posts: 36	just have to be very thick skinned. ive never done station work, and i think its easier for on-board staff. Customers will always complain, but if your working on-board a delayed train its easy to remind the customers that all the staff on-board are in the same situation. We all gonna be late getting home. And no matter what you are called, just remember they are only shouting at the uniform. Ive been in many sticky situations, but have found that if you just keep on agreeing with their complaints they soon stop.