Churlish Charlie: Complaints about grumpy T employees on the rise
By adamg - 9/19/08 - 7:59 am
The Herald reports on drivers cursing out riders and taking other measures to express their absolute disgust with the people they serve. Dan Grabauskas is quoted as saying he wants to drive the number down, but that it's only natural you'd get more complaints with more riders.
Comments
Improvement needed for customers services, organizational change
By the zak - 9/19/08 - 8:24 am
Other institutional cultures needing change...
Improvement is needed for customers services at our Boston Public Library and change for BPL's organizational culture.
Churlish obnoxious arrogant employees make difficult the navigating of library collections, make difficult our library services' usability. Important BPL people that library users/clientele/customers/consumers depend on to interpret collections and services can be too tricky to deal with, too easily taking offense when questioned about their responses to library reference enquiries. Attempting to submit feedback, suggestions, concerns, questions about the quality of performance for library services is an exercise is diplomacy, feedback rejected, transactions deflected.
A better customers services program is needed that gathers feedback, suggestions, concerns and questions at points of library services about performance qualities.
Do you take the T to the BPL, Don?
By adamg - 9/19/08 - 8:43 am
Do you find T employees to be churlish obnoxious arrogant? Have you managed to figure out how to get a CharlieCard without talking to an employee?
DWS does not want to talk MBTA.
By Spatch - 9/19/08 - 9:16 am
DWS would rather talk about the BPL.
That's just the way the Zak rolls.
link isn't linking
By coffeeweasel - 9/19/08 - 9:09 am
Your link is acting like bold, colored text.
(Yes, I could go to bostonherald.com myself, but I'm lazy.)
Link fixed
By adamg - 9/19/08 - 9:22 am
One thing I installed here is a nice little toolbar that includes a link button, which should eliminate mistakes caused by mistyping HTML tags. I really should try it sometime, sigh.
But does it work?
By Eighthman - 9/19/08 - 1:19 pm
I just tried using the quote tool in another thread, and it didn't appear as a link. I noticed that I can edit my own comments and fixed it. The tool wants to use the "title" argument in the HREF tag, and it didn't work. So I changed it to the regular way.
I have in fact been noticing an increase in churlishness.
By pomsmith - 9/19/08 - 9:14 am
Speeding off while people are still moving into the bus, short braking, speeding in general as though to get this over with as quickly as possible. Not to mention an uptick in rudeness. Just my own observation in the past few months. It's been striking enough to make me wonder if there was an inciting incident of some kind. Must read story.
What a brave stance
By BStu - 9/19/08 - 11:19 am
I think we have our next Profile in Courage winner right here. Danny G. is willing to go on the record as being against T employees cursing out its customers. What a brave leader he is, taking such a daring stance. After, of course, making an excuse for the increase in the inexcusable behavior. Just more courage, excusing the inexcusable.
Also have to love this line...
Oh, an ACTUAL discipline policy? What a novel idea. Glad they eventually thought to do that.
The counseling program
By Spatch - 9/19/08 - 12:56 pm
The counseling program was originally named "If You Say Something, See Someone."