Hi, I am a very frequent rail user. Because of work and other obligations I have used most uk rail companies. None has troubled me as much as East Coast. I simply do not know what to make of it.
If I was rating their services on board, state of trains, and time keeping, they would be up there on the very top. All as excellent as can be expected in a national service.
However, if I was to rate their ground services it is the worst I have experienced of any type of service. That is not only rail companies inclusive. I mean any type of service, from mobile phones to electricity providers.
On one occasion they had called me an idiot (the actual word) and very recently a "temporary staff" told me: "I am done talking to you. You bore me" as he was walking away from my question of how much time it would take me to to get to my platform! Please note last happened in 1st class lounge!!!
I do not think I provoked any of the above. In all honesty I cannot see though how someone can. One might think I (or any other customer is an idiot) or that they find them "boring" and they might even be right to think that. You do not actually phrase it though do you? For sure there is some minimum customer care training that tells staff how to deal with difficult customers and that I suspect does not include name calling.
Has anyone else had any similar experiences?