"Putting Customers First" Course.

[whole diary]

[The SprinterMeister]

Most people who I know who have been on it have enjoyed it, I didn't think it was HST^▸ (High Speed Train) orientated, but I spose each person who has attended will have their own opinion, and some will get more out of it than others.

Thankfully Drivers aren't going on this course due to the very limited (if any) actual contact with passengers / customers / this weeks buzzword. So it would be tying up resources far better used elsewhere actually permitting trains to be run.
 

I understand the Westbury travelling fitter went on it though. Rather odd as if a unit / train is broken it surely is still broken even though the customers might not like it. Not sure that customer care training makes much difference to unwilling rolling stock.



 

[smithy]

Most people who I know who have been on it have enjoyed it, I didn't think it was HST^▸ (High Speed Train) orientated, but I spose each person who has attended will have their own opinion, and some will get more out of it than others.

Thankfully Drivers aren't going on this course due to the very limited (if any) actual contact with passengers / customers / this weeks buzzword. So it would be tying up resources far better used elsewhere actually permitting trains to be run.
 

I understand the Westbury travelling fitter went on it though. Rather odd as if a unit / train is broken it surely is still broken even though the customers might not like it. Not sure that customer care training makes much difference to unwilling rolling stock.



 

i heard drivers will get a diluted version once everyone else has been done might just be rumour though so see what happens in the future.
i also heard the travelling fitters had to go on the course quite why they need to go is beyond me

[The SprinterMeister]

I heard drivers will get a diluted version once everyone else has been done might just be rumour though so see what happens in the future.

There has been some fairly vaugue comment that drivers may get a 'Day Release' (how apt!) version of the course at their depot rather than the full bifters two day event at Paddington with overnight stay. However there is quite a lot of training of drivers on different tractions going on at the moment so I wouldn't think it will occur any time this year as the running of the service must of course take precedence. Not much point cancelling trains just have the drivers on a jolly to tell them what effect train cancellations has on the travelling public........
 

[moonrakerz]

So whether FGW^▸ (First Great Western) put their staff in the local Travelodge or the Savoy won't impact on the subsidy profile,  and thus the cost is borne by First Group.

Remind me NOT to ask you to do my accounts !

The taxpayer puts in a total of over ^6 billion, so therefore the ^4 million comes out of FGW's pocket - yup !

[John R]

I'm an actuary, not an accountant, so I wouldn't dream of doing anyone's accounts, it's far too exciting. 

[qwerty]

Thankfully Drivers aren't going on this course due to the very limited (if any) actual contact with passengers / customers / this weeks buzzword. So it would be tying up resources far better used elsewhere actually permitting trains to be run.
 
 

Shame on you Mr. Sprinter Meister. We are all servants of the company. Nothing makes me cringe more than when a member of staff fails to address the needs of our customers.
Perhaps you need to go on the course more than some

[vacman]

the reason fitters went on the course is so that they can see what effect their actions have on their colleagues and the customers, although they don't come face to face with many passengers their work seriously effects the way in which customers see the railway.

[The SprinterMeister]

Shame on you Mr. Sprinter Meister. We are all servants of the company. Nothing makes me cringe more than when a member of staff fails to address the needs of our customers.
Perhaps you need to go on the course more than some

If I'm on a course, that could mean a train cancelled or covered on overtime or RDW, somebody has to pick up the tab for this eventually probably resulting in increased ticket prices. I don't think anyone favours that option. Particularly given the relative lack of customer contact compared with platform staff, guards or other on train roles.

As for the fitters going on the course, yes ok up to a point, however if the train can't be fixed due to lack of parts or tools then its still a dead duck unless another train can be bought out to replace it. It might focus the minds of the fitters as to the effects of their actions but I would think it a bit of a slur to say that our M&EE lads & lasses don't do their utmost with the kit they have available.
 

[old original]

Just for the record, down here in the far west, stations have been left unmanned to allow staff to be released to go
Seems to defeat the object of the exercise...
"you're going on this course to learn to put customers first,  but we don't care about the ones who can't buy tickets or get assistance because there's no staff at the station whilst you're gone..."

It's all about ticking boxes, I think

[smokey]

OK is a purpose built room for the course so moving is out of the qustion.
But it must cost FGW^▸ (First Great Western) a lot to send staff from Cornwall to London, ok there's NO cost on tickets but HOW many staff travelled in THERE own time.
So from Penzance that's about 12 Hours pay per member of staff sent.

Of course London Hotels are the cheapest around

IMHO^▸ (in my humble opinion) any one with a brain would have set up the course more centrally like  in Bristol or Exeter even Reading would have saved costs.

[JayMac]

Indeed, what's wrong with Reading or maybe FGW^▸ (First Great Western) Towers at Swindon?

I did my Customer Service* training at Reading when I temped for FGW.


*In actuality, the course I attended was less about Customer Service and more about revenue protection and what we shouldn't do to help passengers. I left with the impression that passengers are an operational inconvenience for the TOCs^▸ (Train Operating Company).

[old original]

Apparently there was going to be a second venue set up in Plymouth but the idea was dropped to save money so staff from the far west were given an additional day off to allow them to travel to London. (with another nights accomodation!)

[Chris from Nailsea]

... thus saving lots of money. 

[Mookiemoo]

... thus saving lots of money. 

Except the travel and hotels etc will come out of operating income and is therefore fully deductible from the bottom line.  Whereas a new centre would be capital and would have to be added to the balance sheet and depreciated. 

[Chris from Nailsea]

Whereas setting up a specific training facility in Paddington (operated by Network Rail, not FGW^▸ (First Great Western)) is fully deductible, rather than being capital investment?