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East Coast We Love The Most

Posted by Doug Shaw on Wed, 30/06/2010 - 12:32
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In the past couple of weeks both Southern and Southeastern trains have been caught doing dumb things to customers. I did a pretty dumb thing to myself recently which East Coast trains were very helpful in undoing.

I arranged a trip to Peterborough only to find I’d double booked myself. I spotted this shortly after booking my cheap no refunds no flex fare. I called Lyndsay at East Coast to ask for help and they confirmed the transaction had gone through exactly as I’d booked it. The tickets were already on their way. Lyndsay suggested that I rebook the journey at the correct time and then she kindly agreed to refund my error, in full. I returned the wrong set of tickets and sure enough, the money was refunded to my credit card.

Lyndsay didn't follow the rules as laid out on the company website. Nope. She engaged her service radar and solved my error. Lyndsay's a great example of engagement in a front line service delivering ain't they great employee.

I also had a completely hassle free journey when I travelled, and I took advantage of their free on board wi-fi.

Good work East Coast, and thanks Lyndsay.

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Doug Shaw's picture

What Goes Around...

A blog by Doug Shaw

 

I am an experimenter and facilitator. I runs the consultancy firm What Goes Around,which uses conversational and collaborative techniques to help companies make work more socialso that in turn, they can sell better and deliver better service. I write the HR blog Stop Doing Dumb Things to Customers, and I also write here for HRZone and other publications. Prior to setting up What Goes Around, I spent 12 years at BT, excelling in sales before setting upthe CSR and sustainability team for the Wholesale division and helping BT top the Dow Jones Sustainability Index. I then moved to BT Global Services to lead on change management andemployee engagement. You can contact me on Twitter @dougshaw1 and on 07736 518066 and via my website. 

 

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Editor's Welcome

 

Hello! And welcome back as we enter 2012, with a busy year ahead of us all. With talk of double-dip recessions, a possible partial or even full break-up of the Eurozone and unemployment rates set to hit nearly 9%, topics such as organisational streamlining, staff resilience and talent management are likely to be on many an HR professional's lips over the next 12 months.
 
But to lighten the gloom here in the UK, we also have the Queen's Diamond Jubilee and its attendant public holidays to look forward to at the start of June. Followed by two weeks of Olympic Games from 27 July to 12 August and the Paralympics from 29 August to 9 September, each generating their own excitement, but also issues to work through for hard-pressed HR departments trying to sort out the multifarious staffing issues in advance.
 
So with an interesting but challenging year to come, HRZone promises to be with you, supporting you all the way and providing our usual insightful blend of news, analysis, community blogs and expert comment to help you sort the wheat from the chaff. As ever, we love to hear from you too so feel free to either post your words of wisdom to our blog section yourself or, in the case of longer, more in-depth ‘expert voice’ articles, drop me a line with any ideas to cath.everett@siftmedia.co.uk.....
 
Cath Everett
HRZone Editor 
 
 
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