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Heuston's staff. Why I oughtta...

  • 10-08-2009 5:09pm
    #1
    Closed Accounts Posts: 77 ✭✭


    Has anybody else noticed how damn unpleasant the staff in Heuston Station are?

    Here's how a general inquiry such as "Excuse me, do you know which platform the Cork train is at?" is answered by those charmers.

    First the Irish Rail eye-toss-to-heaven. This reminds the customer that they are about as intelligent a a bowl of cornflakes.

    Second, the sigh. A loud, pained exhalation before answering the question lets the consumer know that their audacious inquiry is the worst part of their day.

    Thirdly the "Go on." I didn't understand this answer the first time I heard it, but boy when it got repeated more slowly for me I realised that "GO. ON." roughly translates as "The train is over there Miss. Enjoy your journey."

    I sure felt silly for not getting that.
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Comments

  • Closed Accounts Posts: 17,733 ✭✭✭✭corktina


    well I imagine its only human nature...when youve been asked the question dozens of times(and half the people asking then go ask the next guy they see as well) and all the info is up on a great big electronic board for all to read.

    Just cos a guy works for IE doesnt necessarily mean he has all the up to date info in his head anyway...he may actually not be anything to do with Operations anyway.


  • Banned (with Prison Access) Posts: 25,234 ✭✭✭✭Sponge Bob


    The boards are only updated minutes before the train leaves so you GOTTA ask :(


  • Closed Accounts Posts: 17,733 ✭✭✭✭corktina


    Sponge Bob wrote: »
    The boards are only updated minutes before the train leaves so you GOTTA ask :(

    thats not my experiance, not that I travel very often but I would imagine that the platform is shown well in advance of the train being available.


  • Registered Users Posts: 4,316 ✭✭✭KC61


    corktina wrote: »
    thats not my experiance, not that I travel very often but I would imagine that the platform is shown well in advance of the train being available.

    The policy changed in the last few months since the ticket barriers were introduced.

    Platforms are only announced when the train is ready to board, with passengers now waiting on the main concourse.

    This is in line with the policy in all major terminus stations across the water where barriers are installed.


  • Closed Accounts Posts: 17,733 ✭✭✭✭corktina


    I see...so that could be why the staff are pissed off with people asking? IE want you to wait until the train is ready before proceding to the platform. SO tell me , how are the STAFF supposed to know if it hasnt been announced yet?

    Its my impression that the OP was asking after the announcement had been made... if OP was asking BEFORE it had been announced , wouldnt that be a bit pointless?


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  • Closed Accounts Posts: 578 ✭✭✭Owenw


    No public awareness campaign was run alerting passengers to the new system afaik prior to implementing it, so IE only have themselves to blame.

    TBH I found it better to ask a slightly grumpy staff member milling around rather than the utter miseries at the Info Desk.


  • Closed Accounts Posts: 17,733 ✭✭✭✭corktina


    sorry but thats my point. Isnt it the very fact that a succession of people are asking the staff on the ground AND the info desk a question that the answer to isnt known yet the reason why they are a bit on the grumpy side?

    I accept that IE probably didnt inform the public enough of the changes but you wouldnt go asking "which gate?" at the airport. If it said "wait on concourse" on the board ,followed by go to platform (X) (maybe it does, I dont know) then maybe this would help?


  • Registered Users Posts: 9,764 ✭✭✭antoinolachtnai


    If the guy is wearing a uniform and he is on the concourse, he is in customer service, no matter what his job description is. If you approach staff at an airport and ask for your gate, they will certainly point you in the right direction, if they don't actually find the information for you.


  • Closed Accounts Posts: 17,733 ✭✭✭✭corktina


    If the guy is wearing a uniform and he is on the concourse, he is in customer service, no matter what his job description is. If you approach staff at an airport and ask for your gate, they will certainly point you in the right direction, if they don't actually find the information for you.

    not if the gate hasnt been announced they cant....:confused:


  • Registered Users Posts: 9,764 ✭✭✭antoinolachtnai


    They will courteously explain to you that the gate hasn't been announced yet and tell you to watch the board to see the announcement.


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  • Closed Accounts Posts: 77 ✭✭Like A Fox


    corktina wrote: »
    I see...so that could be why the staff are pissed off with people asking? IE want you to wait until the train is ready before proceding to the platform. SO tell me , how are the STAFF supposed to know if it hasnt been announced yet?

    Its my impression that the OP was asking after the announcement had been made... if OP was asking BEFORE it had been announced , wouldnt that be a bit pointless?
    I was late getting to the station and was asking the guy with about two minutes to spare and the train wasn't where it normally is. He finished his conversation with the luggage caddy driver before wowing me with his helpfulness.

    Even though I was out of breath and sweaty and hair-tossed, I asked in a nice polite way. Shouldn't I have gotten a nice polite answer?


  • Closed Accounts Posts: 13,549 ✭✭✭✭Judgement Day


    Hello - Wake up and smell the coffee, this is customer service CIE style and has been for as long as I can remember and I have been travelling by train since the mid-1960s! Where do you think the initials CIE come from - Courtesy Is Exceptional - and sadly it is.


  • Closed Accounts Posts: 3,082 ✭✭✭Chris_533976


    Well didnt they move the nice big departures board around the corner to a useless position half blocked from most angles in the station and put a hacking great advertising TV where it used to me?


  • Closed Accounts Posts: 17,733 ✭✭✭✭corktina


    Like A Fox wrote: »
    I was late getting to the station and was asking the guy with about two minutes to spare and the train wasn't where it normally is. He finished his conversation with the luggage caddy driver before wowing me with his helpfulness.

    Even though I was out of breath and sweaty and hair-tossed, I asked in a nice polite way. Shouldn't I have gotten a nice polite answer?

    well OF COURSE you should have....but what Im saying is this is only human nature...maybe you were the 20th to ask in quick sucession when the info is displayed on the board.You maybe can have some sympathy with the guy not being 100% all the time.
    In fairness you wouldnt rush up to a random Aer Lingus employee at Dublin Airport two minutes before a flight and expect them to know.

    I have a friend who cheerfully admits that she asks every Railway employee (and anyone who might be be one too) which platform she requires and says the reason she does this is because she doesnt believe they are giving her the right info and wants to check that what they(and the Board) say is right. Basic insecurity, but you can see how this would drive those Employess mad when they see it happen all day long, its no excuse for rudeness, but it might explain it.


  • Registered Users Posts: 723 ✭✭✭highnc


    Like A Fox wrote: »
    I was late getting to the station and was asking the guy with about two minutes to spare and the train wasn't where it normally is. He finished his conversation with the luggage caddy driver before wowing me with his helpfulness.

    Even though I was out of breath and sweaty and hair-tossed, I asked in a nice polite way. Shouldn't I have gotten a nice polite answer?


    two minutes is cutting it fine!....a quick glance at the departures board over supermacs would have saved you all this agro....simple really.


  • Registered Users Posts: 1,639 ✭✭✭Zoney


    Owenw wrote: »
    No public awareness campaign was run alerting passengers to the new system afaik prior to implementing it, so IE only have themselves to blame.

    They probably didn't let the staff know beforehand either.


  • Closed Accounts Posts: 77 ✭✭Like A Fox


    highnc wrote: »
    two minutes is cutting it fine!....a quick glance at the departures board over supermacs would have saved you all this agro....simple really.
    Agro??

    I asked a simple question!


  • Closed Accounts Posts: 1,042 ✭✭✭Metrobest


    Like A Fox wrote: »
    Has anybody else noticed how damn unpleasant the staff in Heuston Station are?

    Here's how a general inquiry such as "Excuse me, do you know which platform the Cork train is at?" is answered by those charmers.

    First the Irish Rail eye-toss-to-heaven. This reminds the customer that they are about as intelligent a a bowl of cornflakes.

    Second, the sigh. A loud, pained exhalation before answering the question lets the consumer know that their audacious inquiry is the worst part of their day.

    Thirdly the "Go on." I didn't understand this answer the first time I heard it, but boy when it got repeated more slowly for me I realised that "GO. ON." roughly translates as "The train is over there Miss. Enjoy your journey."

    I sure felt silly for not getting that.

    Dreadful customer service!

    It reminds me of the ticket inspector who entered the carraige and simply said: "now". This was supposed to indicate that that it was time to show your ticket. One lady in the train shot back with: "Now what?"

    At busy train stations like Heuston staff should be available to assist customers and answer their questions courteously, however banal the queries may be. I think passengers paying Irish Rail's extortionate fares deserve this simple courtesy. Irish Rail staff should be grateful they have a job instead of spreading more misery.


  • Registered Users Posts: 7,465 ✭✭✭highlydebased


    Heuston being busy as it is and with a majority of intercity etc services operating from there it would not be too much to ask for the staff to be helpful

    I've been all over the country by rail and have only ever encountered helpful staff except for Heuston....


  • Registered Users Posts: 3,181 ✭✭✭Davidth88


    It's basic customer service , if a customer asks a question you either answer it in a civil manner , or direct the person to a person who can answer it.

    Interestingly if you look at IE's own charter ...


    We know how important it is that you receive good customer service from our staff at all times.

    We expect our staff to:

    * be polite and helpful;
    * consider your safety and comfort;
    * wear their appropriate uniform;
    * tell you about delays or changes to services;
    * give you the best value ticket for your chosen journey;
    * never smoke, drink, eat or chew gum when on duty and in contact with customers.

    IE staff need to remember we are customers.

    Now to be honest , 90% of dealings I have had with IE staff are positive, but there are people out there who either need more training , or perhaps shouldn't be public facing at all.

    Perhaps these guys have taken their training from MOL and Ryanair :)


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  • Registered Users Posts: 4,316 ✭✭✭KC61


    Metrobest wrote: »
    Dreadful customer service!

    It reminds me of the ticket inspector who entered the carraige and simply said: "now". This was supposed to indicate that that it was time to show your ticket. One lady in the train shot back with: "Now what?"

    At busy train stations like Heuston staff should be available to assist customers and answer their questions courteously, however banal the queries may be. I think passengers paying Irish Rail's extortionate fares deserve this simple courtesy. Irish Rail staff should be grateful they have a job instead of spreading more misery.

    There is no excuse for ignorant behaviour when you are in a front line job dealing with customers.

    However, I'd have to say that in all the travelling that I do with public transport in Ireland these sort of individuals are the exception to the rule. Most of the people that I've dealt with (drivers, ticket checkers, counter staff) have in the main been courteous and helpful.


  • Closed Accounts Posts: 13,549 ✭✭✭✭Judgement Day


    CIE/IE have, for a long time, specialised in putting some of their most ignorant staff into the frontline for dealing with the public - especially at ticket barriers in the Dublin area. These people, if they are to be retained, should be employed hand weeding the WRC north of Athenry. :D


  • Registered Users Posts: 3,110 ✭✭✭KevR


    I went into Ceannt Station in Galway a few months back to buy Rail & Sail tickets. I went up to the normal train ticket desk, there was no queue and the woman behind the counter was reading a newspaper.

    I said "Excuse me, is this where I can buy Sail & Rail tickets" I got the sigh and roll eyes to heaven (I know I should not have disturbed her from reading the paper :rolleyes:) and she said "You have to go to the Passenger Sales office out on the platform".

    So out I went onto the platform and had a really good look around for anything signed as Passenger Sales. Couldn't see anything and there were no staff out on the platform so I went back in to this charming lady reading her paper in the ticket office.

    Me: "Sorry, I've had a look aoround for Passenger Sales but couldn't find it". I got an even bigger sigh and another roll of the eyes and she said (in a real slow and angry tone as if I was stupid) "Go out onto the platform, go into the big green building and the Passenger Sales office is in there". I said "Why didn't you say that the first time you miserable aul' hag" and she just sat there with a stunned look on her face while I walked off. :D


  • Closed Accounts Posts: 77 ✭✭Like A Fox


    KevR wrote: »
    I went into Ceannt Station in Galway a few months back to buy Rail & Sail tickets. I went up to the normal train ticket desk, there was no queue and the woman behind the counter was reading a newspaper.

    I said "Excuse me, is this where I can buy Sail & Rail tickets" I got the sigh and roll eyes to heaven (I know I should not have disturbed her from reading the paper :rolleyes:) and she said "You have to go to the Passenger Sales office out on the platform".

    So out I went onto the platform and had a really good look around for anything signed as Passenger Sales. Couldn't see anything and there were no staff out on the platform so I went back in to this charming lady reading her paper in the ticket office.

    Me: "Sorry, I've had a look aoround for Passenger Sales but couldn't find it". I got an even bigger sigh and another roll of the eyes and she said (in a real slow and angry tone as if I was stupid) "Go out onto the platform, go into the big green building and the Passenger Sales office is in there". I said "Why didn't you say that the first time you miserable aul' hag" and she just sat there with a stunned look on her face while I walked off. :D
    You legend!


  • Registered Users Posts: 3,110 ✭✭✭KevR


    Luckily the staff in Passenger Sales were really nice and helpful or I would have been demanding to speak to a manager and following that up with a strongly worded letter to HQ to complain about the customer service.


  • Registered Users Posts: 24,462 ✭✭✭✭Cookie_Monster


    Just in relation to the airport boards. In my experience these boards are updated hours in advanced as refreshed frequently so provide useful information, the staff are also very helpful.

    I haven't been in Heuston in a while but I can imagine the confusion and subsequent rush to the platform when the board is updated with 5 minutes to go. At least if they had an indicated platform number displayed people would be aware where they need to be and also be reassured in some cases.


  • Closed Accounts Posts: 48 Waterfall1975


    So why is it, that when I wait until the platform number is displayed, I then proceed to my platform only to find it filled with passengers in advance ?


  • Registered Users Posts: 3,110 ✭✭✭KevR


    So why is it, that when I wait until the platform number is displayed, I then proceed to my platform only to find it filled with passengers in advance ?

    Regular travellers might know which platform the train usually goes from or some people might ask a member of staff which platform it will be going from before the information is displayed on the board.


  • Registered Users Posts: 992 ✭✭✭fh041205


    CIE/IE have, for a long time, specialised in putting some of their most ignorant staff into the frontline for dealing with the public - especially at ticket barriers in the Dublin area. These people, if they are to be retained, should be employed hand weeding the WRC north of Athenry. :D

    I think if you take Dublin out of the equation, then IR staff are almost entirely helpful and polite. In my experience, I've got a lot of bad reactions from ticket checkers/Booking office staff etc. in Dublin but not anywhere near as much elsewhere. I would put it down to the people they have to deal with in Dublin.


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  • Registered Users Posts: 8,779 ✭✭✭Carawaystick


    fh041205 wrote: »
    I think if you take Dublin out of the equation, then IR staff are almost entirely helpful and polite. In my experience, I've got a lot of bad reactions from ticket checkers/Booking office staff etc. in Dublin but not anywhere near as much elsewhere. I would put it down to the people they have to deal with in Dublin.

    Are the people they have to deal with in Dublin not the same people they have to deal with out of Dublin - especially regarding Heuston services?


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