Customer service at its worst and best in Five Steps.

Widey · 21-09-2010, 15:51

Last Friday afternoon and the other half and I are heading to Cork on the 17:00 from Dublin.

The Mrs has a bit of a mobility problem resulting from a back injury two years ago. As a result she finds the walk halfway down platform 5 to the passenger gate and back up to our carriage a bit of a trek. No problem I think having a flash of inspiration, I ask the member of staff standing just behind the ticket barriers if there's any chance someone could open the gate at the top of the platform as my Mrs has a mobility problem. "NO" was the fairly aggressive reply. Confused I asked if he was serious and was told "we're not allowed" and he turned away.

OK, he's obviously not happy to be there on a Friday so we pass through the ticket barrier. Five steps later, there's another member of staff so I try again, same request, same tone. Sure, no problem, follow me, do you need a hand with your case (I didn't) we were then escorted to our carriage while the staff member continued on to explain to the ticket checker at the bottom of platform 5 why he'd allowed us through the gate.

Does anybody know what the policy is regarding those gates at the top of the platform?

Well done to that second member of staff, an absolute Gent.

ACustomer · 21-09-2010, 17:56

Widey: I think there is a customer service kiosk in the Heuston concourse, and a year ago I saw a guy with a golf-cart type vehicle who seemed to be transporting people with mobility problems. It all looked quite a good bit of customer service.

Mind you, from what I know your real problems might be on the return from Cork: (a) I don't think Cork will ever score 100% for customer service and (b) I doubt that if you arrive in Heuston you will get help from customer sevice so easily, especially late in the evening.

Widey · 22-09-2010, 08:50

Thanks ACustomer, I think if I suggested a golf cart or a wheel chair to the Mrs I'd be told where to park them. She can walk, all be it at about a quarter of the speed of most people and with some discomfort over longer distances.

Cork station isn't as much of a proplem as the passenger gate is almost exactly in the centre of the platform.

Likewise, arriving back into Heuston isn't much of a problem either as the gate that the staff are not allowed to open, is open.

The really daft thing about this is the gate at the top of platform five isnt locked, I could have opened it myself. It was the rude and completely uninterested response from the first member of staff in complete contrast to the 'couldn't do enough to help' second member of staff that shocked me.

Colm Moore · 23-09-2010, 14:49

Yeah, I've been given out to for walking though the open gate.

Of course, the day before that, all the meeters and greeters were allowed though the gate onto Platform 5.

21-09-2010, 15:51	#1
Widey New to the board Join Date: Jun 2010 Posts: 3	Customer service at its worst and best in Five Steps. Last Friday afternoon and the other half and I are heading to Cork on the 17:00 from Dublin. The Mrs has a bit of a mobility problem resulting from a back injury two years ago. As a result she finds the walk halfway down platform 5 to the passenger gate and back up to our carriage a bit of a trek. No problem I think having a flash of inspiration, I ask the member of staff standing just behind the ticket barriers if there's any chance someone could open the gate at the top of the platform as my Mrs has a mobility problem. "NO" was the fairly aggressive reply. Confused I asked if he was serious and was told "we're not allowed" and he turned away. OK, he's obviously not happy to be there on a Friday so we pass through the ticket barrier. Five steps later, there's another member of staff so I try again, same request, same tone. Sure, no problem, follow me, do you need a hand with your case (I didn't) we were then escorted to our carriage while the staff member continued on to explain to the ticket checker at the bottom of platform 5 why he'd allowed us through the gate. Does anybody know what the policy is regarding those gates at the top of the platform? Well done to that second member of staff, an absolute Gent.

23-09-2010, 14:49	#4
Colm Moore Local Liaison Officer Join Date: Dec 2006 Posts: 5,442	Yeah, I've been given out to for walking though the open gate. Of course, the day before that, all the meeters and greeters were allowed though the gate onto Platform 5. __________________

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21-09-2010, 17:56	#2
ACustomer Really Regular Poster Join Date: Jan 2006 Posts: 767	Widey: I think there is a customer service kiosk in the Heuston concourse, and a year ago I saw a guy with a golf-cart type vehicle who seemed to be transporting people with mobility problems. It all looked quite a good bit of customer service. Mind you, from what I know your real problems might be on the return from Cork: (a) I don't think Cork will ever score 100% for customer service and (b) I doubt that if you arrive in Heuston you will get help from customer sevice so easily, especially late in the evening.

22-09-2010, 08:50	#3
Widey New to the board Join Date: Jun 2010 Posts: 3	Thanks ACustomer, I think if I suggested a golf cart or a wheel chair to the Mrs I'd be told where to park them. She can walk, all be it at about a quarter of the speed of most people and with some discomfort over longer distances. Cork station isn't as much of a proplem as the passenger gate is almost exactly in the centre of the platform. Likewise, arriving back into Heuston isn't much of a problem either as the gate that the staff are not allowed to open, is open. The really daft thing about this is the gate at the top of platform five isnt locked, I could have opened it myself. It was the rude and completely uninterested response from the first member of staff in complete contrast to the 'couldn't do enough to help' second member of staff that shocked me.