EM2
Established Member
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.
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.