Reporting a member of staff via Twitter - would you?

[AlterEgo]

Legitimate complaints are equally legitimate whether written, emailed, or twittered, just as malicious complaints are equally malicious however used. For some reason there are some red herrings being deployed in this thread to suggest otherwise.

There's a bit of an art to complaining, as you can get quite different teams with different powers replying to different communication channels - as others have said, sometimes forums can be the best method, sometimes letters, and sometimes twitter or email. Insisting on letters (or whatever) as The One True Way is short-sighted.

The only consideration is that a tweet is potentially public, and so may not be appropriate if you need to name a staff member. More importantly, if a situation requires you to name a staff member, I'd imagine it requires more than 140 characters worth of commentary!

Spot on! Couldn't have put it better myself.
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And how many TOCs do you think just follow people on Tiwtter? If they dont follow you you cant send a DM.

Not strictly true. Verified 'blue tick' accounts have the facility (or option, should I say) to allow anyone to DM.
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If you're managing a corporate Twitter account and have an iota of competence, then you'll autofollow-back everyone who follows you.

Autofollowing back is a little bit taboo in the Twitterverse for a number of reasons - firstly, it's insincere to simply auto-followback. Secondly, seasoned Twitter users will see "28,345 followers, 28,965 following" on a profile as an instant marker of a spam account or a sign of insecurity:

http://www.guardian.co.uk/politics/2012/sep/07/grant-shapps-twitter-followers-analysis

http://buyfollowerstwitter.co.uk/

 

[455driver]

Where do us staff go to tweet about stupid, ignorant passengers?

After all its equal rights these days isnt it!

 

[AlterEgo]

Where do us staff go to tweet about stupid, ignorant passengers?

After all its equal rights these days isnt it!

Twitter. There is a veritable bevy of "Angry Rail Staff" accounts, some funny, some not.

 

[455driver]

Not on Tw@ter or face-ache, just a few forums.

 

[Yew]

OK. I conceed. Just as long as you are content that a random member of platform staff pops into have a word with your line manager where you work. To make a complaint about you and something you have or haven't done.

It is part and parcel with a customer facing role.

 

[455driver]

So its okay for somebody to make malicious, untrue accusations about a staff member is it?

"goes with the territory" doesnt quite cut it.

 

[RJ]

Twitter. There is a veritable bevy of "Angry Rail Staff" accounts, some funny, some not.

Indeed! I've been reading some who've been "gossiping" about me, read wild speculation based on conjecture, hearsay and outright fabrication.

 

[TDK]

So its okay for somebody to make malicious, untrue accusations about a staff member is it?

"goes with the territory" doesnt quite cut it.

You took the job on and it is a part of being front line rail staff so live with it! A bit harsh 455 but hey if you have done nowt wrong it will at the least get you off the end of your turn

 

[AlterEgo]

So its okay for somebody to make malicious, untrue accusations about a staff member is it?

"goes with the territory" doesnt quite cut it.

It's an occupational hazard.

If you work in a customer facing role, you will always come across some twits you'll never please - it does indeed go with the territory. The railway isn't unique in that respect...

 

[RJ]

Very true - there are plenty of sites dedicated to "consumer action" matters. This forum and the social media aren't exclusive examples of people sharing their experiences of bad customer service. Word of mouth is just as powerful. I highly doubt that anyone here has refrained from sharing bad experiences with another human being in any way, just so that the company could have a chance to put it right.

However, I don't condone the malicious spreading of lies. Sometimes I wonder if people forget what it's like to be in the customer's shoes.

 

[maniacmartin]

So its okay for somebody to make malicious, untrue accusations about a staff member is it?

"goes with the territory" doesnt quite cut it.

I don't think anyone in this thread ever argued that it was OK to make malicious, untrue accusations. The fact you automatically assume all accusations are malicious and untrue says a lot though.

 

[richw]

I'd never complain about a member of staff on Twitter, such complaints should be kept private, as no member of staff deserves a public inquest into any conduct regardless how bad they were.
OP I have one of these New Look money off leaflets, it is not a credit account, it is simply an online account to do online shopping. No credit account involved, however from the OP if the leaflet you've been given is a credit account they've signed you up for, then they will be in breach of financial regulations.

 

[Ferret]

Indeed! I've been reading some who've been "gossiping" about me, read wild speculation based on conjecture, hearsay and outright fabrication.

Bloody hell, you have ruffled some feathers, clearly! I'd take it as a compliment.

 

[WelshBluebird]

OK. I conceed. Just as long as you are content that a random member of platform staff pops into have a word with your line manager where you work. To make a complaint about you and something you have or haven't done.

I'll repeat : it's an insidious behaviour and its rife in this forum.

In my jobs where I worked with the general public, if I did something wrong which inconvenienced a member of the public, I fully expected my actions to be reported to my boss. Its part and parcel of working with the public!

 

[RJ]

Bloody hell, you have ruffled some feathers, clearly! I'd take it as a compliment.

Don't worry - I'm not going to lose any sleep over it

I've ruffled one person's feathers and their fanbase have jumped on the bandwagon! Irony is, I recognise her face as she had been a guard on at least two trains I've travelled on in the last 18 months and there were no problems at all!

 

[richw]

Don't worry - I'm not going to lose any sleep over it

I've ruffled one person's feathers and their fanbase have jumped on the bandwagon! Irony is, I recognise her face as she had been a guard on at least two trains I've travelled on in the last 18 months and there were no problems at all!

A little unprofessional this staff. If I discuss any of my customers on social media I would be out the door with my P45 quicker than I could type 140 characters

 

[EM2]

In my jobs where I worked with the general public, if I did something wrong which inconvenienced a member of the public, I fully expected my actions to be reported to my boss. Its part and parcel of working with the public!

I agree with that, but when you get asked a simple question, you answer it and give directions too, to be told you're rude and patronising and they want a complaint form (and that has happened to me!), it's a bit hard to take!

 

[Flamingo]

I agree with that, but when you get asked a simple question, you answer it and give directions too, to be told you're rude and patronising and they want a complaint form (and that has happened to me!), it's a bit hard to take!

"They are available at all manned stations, or you can contact Customer Services online."
"Blah, blah, blah"
"No, you don't need to know my surname - or my payroll number - just tell them what train you were on, and they will know who you are talking about."
"Blah, blah, blah"
"No, I don't think they will give you a refund, and I'm fairly sure I will still have a job next week. Have a nice day!".

 

[jon0844]

OP I have one of these New Look money off leaflets, it is not a credit account, it is simply an online account to do online shopping. No credit account involved, however from the OP if the leaflet you've been given is a credit account they've signed you up for, then they will be in breach of financial regulations.

You are only asked to enter your email address in store, which isn't sufficient for them to do a credit check. Now I know Next in the past did get people to fill in forms in-store, but perhaps that has stopped now the likes of Watchdog etc probably had loads of complaints and it got them bad publicity (another question; is it right to moan to Watchdog instead of Twitter?!). I seem to recall that back then you did get 10% off your actual purchase there and then and the sales tactic was to offer 10% off by getting you to open an account, which a lot of people did without realising that an account (or store card) probably had an interest rate of 29.9% APR or something mad.

Actually, I say that - but in recent years I mostly hear people say no thank you. So perhaps another reason why it stopped.

It seems to me that this new method is a 'clever' way to get people to open an account without having to comply with the various rules relating to financial services and credit as you're only giving an email address. At some point (when my voucher is processed) I will get an email no doubt with the same voucher code and the enticement of £10 off my next order, and a nice easy 'click here' to an online form that will give permission for a credit check. By then, people will likely tick the 'agree to T&Cs' box and job done. I believe Next even charges you £3-4 for a copy of their catalogue too! Who else charges for a catalogue?!

As such, I think I knew to be suspicious and ask the very clear question; 'Do I need to open a credit account?'. If the answer had been 'yes', it would have been a simple 'no thanks then' and that would have been it. I think I was right to contact Next about it.

 

[RJ]

A little unprofessional this staff. If I discuss any of my customers on social media I would be out the door with my P45 quicker than I could type 140 characters

Agreed - slagging off customers in public is off limits in all circumstances.

 

[455driver]

I don't think anyone in this thread ever argued that it was OK to make malicious, untrue accusations. The fact you automatically assume all accusations are malicious and untrue says a lot though.

Where did I use the word "all"?

Oh wait a minute, I didnt! :roll:

 

[Goatboy]

If you have an issue with a member of staff you encounter as a fare paying passenger, make your complaint in writing to the TOC. Twitter/Facebook/random internet forums are NOT the place to be airing disputes involving particular staff members. It's not fair on the people involved and it probably won't get your complaint addressed either.

 

[jon0844]

Depends on the company surely? Some things can be dealt with in a matter of minutes. And you get near instant feedback and the possibility of updates as things are dealt with.

 

[Goatboy]

Depends on the company surely? Some things can be dealt with in a matter of minutes. And you get near instant feedback and the possibility of updates as things are dealt with.

I don't think any complaints about particular staff should made publically. They should be kept private between the customer, the TOC and the staff member themselves to protect all parties prior to the problem being identified.

 

[RJ]

Where do us staff go to tweet about stupid, ignorant passengers?

After all its equal rights these days isnt it!

Equal rights, free speech maybe - but is it worth risking your Priv, pension and most importantly your salary over? If you're going to make it clear to your audience that you're active staff, you run the risk of someone reporting the matter should you choose to do that.

The principle applies to everyone who works, not just railway staff. Save venting your spleen against passengers/customers for behind closed doors!

 

[yorkie]

Anybody who uses Twitter to make false accusations about railway staff deserves to be prosecuted for libel.

But it's not just Twitter that is used for such purposes (although I do think Twitter's bad reputation is somewhat deserved). And it certainly isn't just rail staff who are the victims (it can be anyone, and it can be the inverse too).

 

[Flamingo]

How the TOC's handle the complaints doesn't help. I've known a case where passengers complained after a guard refused to leave a station with them on-board due to their behaviour. His version of events was backed up by various members of staff on and off duty, some quite senior, and by passengers who witnessed the behaviour of the passengers.

A few weeks later the guard was interviewed by a manager who had been investigating the complaint, who said he would be writing to the passengers involved and he would tell them that "appropriate action had been taken against the guard". The appropriate action was nothing, but the manager prefered to let these louts think that their complaint had been upheld.

 

[yorkie]

Well, if that happens when I'm on your train, I'll write to them, and insist that I get a response of "appropriate action had been taken for the guard".

 

[455driver]

Equal rights, free speech maybe - but is it worth risking your Priv, pension and most importantly your salary over? If you're going to make it clear to your audience that you're active staff, you run the risk of someone reporting the matter should you choose to do that.

The principle applies to everyone who works, not just railway staff. Save venting your spleen against passengers/customers for behind closed doors!

See that laughing smilly at the end of the post you quoted, yes? Well that means I wasnt being serious! :roll:

This is known as "a sense of humour", something a lot of passengers etc lack!

 

[Flamingo]

Well, if that happens when I'm on your train, I'll write to them, and insist that I get a response of "appropriate action had been taken for the guard".

Thank you! Mind you, it s very rare for us to receive any feedback regarding the official response to complaints. All we get is the occasional comment from the passenger when we see them again, and is usually along the lines of "I got a grovelling apology from your boss".