Watching a BBC doc on UK railways, the opening bit is a bunch of passengers mad bc they're crowded at a waiting area. The agent says "yeah whenever you get more than 50 ppl here it gets packed." ...trains tend to carry more than 50 ppl, very bad design for a waiting area!
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ahh a little context now--this is about King's Cross before they finished the renovation
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ahahahaha lookit that smile on that trainpic.twitter.com/VHHq20reKX
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next is footage from the "Travel Center" aka customer service window; the abuse that passengers inflict on employees is as shameful as it is understandable: never take out your anger on someone who had nothing to do with it, but I'd be angry too if I'd been screwed out of $160
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the employees have breakaway lanyards and ties, lots of signs in the back room about "conflict avoidance" because customers get, as Loki might say, "platinum mad"
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advice to management: focus more on providing a service which doesn't enrage your customers than on teaching your employees to survive their anger
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employee says when customers have a problem they want two things: "they want to express their feelings and they want their problem solved" advice to customers: stick with the latter and get a grip on your feelings bc the person you're talking to is just the messenger
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