tag:blogger.com,1999:blog-2959568514332521602.post5358895177211181815..comments2023-08-09T11:15:54.621+01:00Comments on BRITISH BUS BUGLE: Moaning Mancs / Bank cards outside LondonSotonBushttp://www.blogger.com/profile/14300971557135804834noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-2959568514332521602.post-58715225528963150842014-03-31T10:05:34.614+01:002014-03-31T10:05:34.614+01:00Arriva - now there is a surprise (or not IMHO).
H...Arriva - now there is a surprise (or not IMHO).<br /><br />Have just noticed on another news feed that they failed to operate one route in Staffordshire for seven hours between 0900 and 1600 approx on one day. How could they not be aware at the time that it was happening?<br /><br />Again IMHO if you have the right initial customer interface many issues can be solved before they become a complaint. It also needs a strong management of operations and awareness of what is happening on the ground. From what I see of Arriva (in this area) it simply does not happen with management spread far too thinly, closure of most 'enquiry offices' and 'customers' pushed onto a call centre 60 miles or more the other side of London. There is no local identity or contact point any more - there are notices banning visitors from entering the the local head office building (which for many years had been the enquiry point for the council buses).<br /><br />So when someone complains it really is a complaint and they already feel devalued.<br /><br />Clive Chttps://www.blogger.com/profile/02059026405966912480noreply@blogger.com