Thursday, September 25, 2014

This is SunRail customer service?

What follows is a note sent to us by a loyal SunRailRider. We’ll call her Alice from Altamonte Springs.

I miss the Ambassadors, too ... or, at least, I miss the good ones. When I started at Altamonte Station, we had a really good one who knew his stuff and was helpful. He disappeared. I don't know what happened. It could be he left because he knew it was just a "temp job" and he was offered something better. If so, I sure don't blame him. TEMP JOBS don't inspire loyalty.

Now I see folks with problems depending on the rest of us who may be able to help. We do our best. We are usually successful ... but is this the image SunRail wants to project? Well, I guess it's less expensive.

Further, when the equipment on the platform doesn't work and someone needs to get where they need to go, what are they supposed to do? Who can they talk to? How can they let you know they've made a good faith effort to purchase a ticket? Are all the rest of us supposed to line up behind him or her to assure you that we've witnessed his/her efforts? Not good.

Since you guys developed this scenario for your customers, I can only assume you have an answer. I'm eager to hear it so I can share it with these unfortunates and they can get to their destination. I personally have seen folks who could not purchase tickets or, if they had SunRail cards, the cards didn’t work (they didn’t have "auto load" which, as near as I can tell, is the ONLY failsafe measure to keep one's SunRail card going".)

So SunRail bosses, what's the answer?

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