The latest issue of Arrive, Amtrak's magazine for their passengers in the Northeast, has a fascinating article, Service Agreement, which describes how:
Is that "service with a snarl" or what?
In the face of growing competition, consumer skepticism and shrinking brand loyalty, many companies are taking a renewed look at customer service -- and the results are taking off.
Of course Amtrak is a monopoly so competition isn't an issue -- which might explain why five passengers headed for Rhinecliff ended up in Albany on my train last night. The PA system wasn't working, the Rhinecliff station is pitch-black at night -- no sign is visible -- and the conductors couldn't be bothered to walk through the cars and announce the stop.Is that "service with a snarl" or what?
1 comment:
Nothing but the best in customer service from Amtrak. Usually they are lounging in the cafe car. Plus there are nights when they close up a car for the personal use of off-duty employees. Its every man for himself.
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