Wednesday, 10 November 2010
a special treat, 2 entries :) He doesn't really get the point does he???
Dear Thank you for your emaiI and I was concerned to hear about the difficultiesyou had at Sheffield station. So that I can consider a goodwill gesture, I need the original tickets forour auditing process. They can be sent to our Freepost address: Freepost RSAK-GETK-BSJXCustomer RelationsEast Midlands TrainsNottinghamNG2 3DQ It will really help us if you quote the above reference number. I was concerned to hear that you feel this situation wasn't handled in anappropriate manner. Being polite to customers and treating them withrespect is vital to us, so I was particularly disappointed to hear yourcomments. We are taking your complaint seriously, as the details you have providedcertainly do not reflect the values of East Midlands Trains and thestandard of service we expect all staff to provide. I have sent a copy ofyour letter to the manager responsible for these members of staff. Theywill discuss your feedback to ensure they understand the negativeimpression they've created in this situation and ensure any appropriatetraining is given. I have passed your comments to the people who co-ordinate requests forassistance. They will try and find out what went wrong so that we can avoida similar problem happening again in the future. In this instance - it appears that you were travelling on an earlierservice than the pre-booked arrangements made with the assisted travel tea.In such instances we are reliant on the station you are travelling fromand/or the traincrew to make the your destination station aware of theamendments to your trave arrangements, so they can re-schedule yourassistance. If this is not the case my colleagues will not be aware of thechanges/immediately available at your revised arrival time. I was also concerned to hear about the problems on the journey itself. Aseach company deals with complaints or queries about its own service, I needto pass your comments on so that they can be properly addressed. So, I have passed your letter onto: Customer RelationsCross CountryCustomer RelationsCannon House18 The Priory SquareBirminghamB4 6BS08447369123 I'm sure they will be in touch with you shortly Thank you for taking the time to get in touch. Kind regards Mark HaslamCustomer Relations Officer Tel: 08457 125 678 (Option 5, then 3)Fax: 0845 6010988Email