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North East Buses Local Bus Scene Operations, Management & Infrastructure Customer Service thread

Customer Service thread

Customer Service thread

 
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09 Apr 2017, 11:17 pm #217
So why do GNE struggle so much? It has to be down to leadership and direction, perhaps at a lower level.

They have the branding, pretty colours, some decent drivers, modern brand vibe about them but their whole interaction on Facebook and indeed via phone is aggressive, dismissive, patronising and fails to take any ownership. I think the most annoying thing is the empathy. They try it but they are so bloody awful at it it comes across patronising.

Wistfully stuck in the 90s
Ambassador
09 Apr 2017, 11:17 pm #217

So why do GNE struggle so much? It has to be down to leadership and direction, perhaps at a lower level.

They have the branding, pretty colours, some decent drivers, modern brand vibe about them but their whole interaction on Facebook and indeed via phone is aggressive, dismissive, patronising and fails to take any ownership. I think the most annoying thing is the empathy. They try it but they are so bloody awful at it it comes across patronising.


Wistfully stuck in the 90s

 
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Messages In This Thread
Customer Service thread - by Adrian - 16 Apr 2014, 8:15 pm
RE: Customer Service thread - by tyresmoke - 16 Apr 2014, 8:39 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 8:47 pm
RE: Customer Service thread - by Adrian - 18 Apr 2014, 9:06 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 9:10 pm
RE: Customer Service thread - by Adrian - 18 Apr 2014, 9:14 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 9:15 pm
RE: Customer Service thread - by Adrian - 18 Apr 2014, 9:22 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 9:27 pm
RE: Customer Service thread - by Roland Pratt - 19 Apr 2014, 1:49 pm
RE: Customer Service thread - by R852 PRG - 19 Apr 2014, 5:29 pm
RE: Customer Service thread - by Davey Bowyer - 18 Apr 2014, 9:54 pm
RE: Customer Service thread - by Adrian - 01 May 2014, 6:05 pm
RE: Customer Service thread - by Dan - 01 May 2014, 6:13 pm
RE: Customer Service thread - by Adrian - 01 May 2014, 6:37 pm
RE: Customer Service thread - by Dan - 15 May 2014, 10:35 am
RE: Customer Service thread - by Andreos1 - 01 May 2014, 9:33 pm
Re: RE: Customer Service thread - by Adrian - 15 May 2014, 2:38 pm
RE: Customer Service thread - by robisdave15 - 15 May 2014, 6:13 pm
RE: Customer Service thread - by R852 PRG - 15 May 2014, 6:15 pm
RE: Customer Service thread - by R852 PRG - 15 May 2014, 6:32 pm
RE: Customer Service thread - by Adrian - 15 May 2014, 7:17 pm
RE: Customer Service thread - by R852 PRG - 23 May 2014, 10:51 am
RE: Customer Service thread - by northern156 - 10 Jun 2014, 11:01 am
RE: Customer Service thread - by RM2186 - 10 Jun 2014, 1:32 pm
RE: Customer Service thread - by northern156 - 10 Jun 2014, 1:48 pm
RE: Customer Service thread - by RM2186 - 11 Jun 2014, 1:59 pm
RE: Customer Service thread - by northern156 - 10 Jun 2014, 2:05 pm
RE: Customer Service thread - by R852 PRG - 10 Jun 2014, 3:05 pm
RE: Customer Service thread - by Adrian - 10 Jun 2014, 3:24 pm
RE: Customer Service thread - by Jimmi - 10 Jun 2014, 4:31 pm
RE: Customer Service thread - by BJ10VUS - 10 Jun 2014, 9:27 pm
RE: Customer Service thread - by R852 PRG - 11 Jun 2014, 3:39 pm
RE: Customer Service thread - by Adrian - 11 Jun 2014, 6:12 pm
RE: Customer Service thread - by R852 PRG - 11 Jun 2014, 6:28 pm
RE: Customer Service thread - by BJ10VUS - 25 Jul 2014, 6:30 pm
RE: Customer Service thread - by Adrian - 13 Jul 2014, 9:13 pm
RE: Customer Service thread - by Michael - 13 Jul 2014, 9:19 pm
RE: Customer Service thread - by Adrian - 13 Jul 2014, 9:24 pm
RE: Customer Service thread - by Tom - 13 Jul 2014, 9:27 pm
RE: Customer Service thread - by Adrian - 13 Jul 2014, 9:29 pm
RE: Customer Service thread - by mb134 - 13 Jul 2014, 9:20 pm
RE: Customer Service thread - by Dan - 13 Jul 2014, 9:22 pm
RE: Customer Service thread - by idiot - 14 Jul 2014, 8:18 am
RE: Customer Service thread - by cbma06 - 14 Jul 2014, 9:01 am
RE: Customer Service thread - by MurdnunoC - 14 Jul 2014, 9:44 am
RE: Customer Service thread - by Dan - 14 Jul 2014, 9:47 am
RE: Customer Service thread - by MurdnunoC - 14 Jul 2014, 9:57 am
Re: RE: Customer Service thread - by Dan - 14 Jul 2014, 10:08 am
RE: Customer Service thread - by tyresmoke - 14 Jul 2014, 10:25 am
RE: Customer Service thread - by Dan - 14 Jul 2014, 10:57 am
RE: Customer Service thread - by Adrian - 25 Jul 2014, 2:23 pm
RE: Customer Service thread - by Roland Pratt - 25 Jul 2014, 2:37 pm
RE: Customer Service thread - by Adrian - 25 Jul 2014, 3:02 pm
RE: Customer Service thread - by Tom - 25 Jul 2014, 3:02 pm
RE: Customer Service thread - by R852 PRG - 25 Jul 2014, 3:19 pm
RE: Customer Service thread - by VolvoMarkII - 25 Jul 2014, 5:26 pm
RE: Customer Service thread - by R852 PRG - 25 Jul 2014, 6:45 pm
RE: Customer Service thread - by mb134 - 25 Jul 2014, 8:14 pm
RE: Customer Service thread - by Adrian - 25 Jul 2014, 9:49 pm
RE: Customer Service thread - by mb134 - 25 Jul 2014, 9:56 pm
RE: Customer Service thread - by Adrian - 25 Jul 2014, 9:48 pm
RE: Customer Service thread - by R852 PRG - 25 Jul 2014, 11:21 pm
RE: Customer Service thread - by Tom - 26 Jul 2014, 7:23 am
RE: Customer Service thread - by mb134 - 26 Jul 2014, 7:44 am
RE: Customer Service thread - by tyresmoke - 26 Jul 2014, 7:53 am
RE: Customer Service thread - by Dan - 26 Jul 2014, 8:02 am
RE: Customer Service thread - by L469 YVK - 01 Aug 2014, 4:33 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 4:40 pm
RE: Customer Service thread - by palatine3833 - 26 Jul 2014, 8:35 am
RE: Customer Service thread - by Dan - 26 Jul 2014, 8:39 am
RE: Customer Service thread - by palatine3833 - 26 Jul 2014, 8:33 am
RE: Customer Service thread - by Adrian - 26 Jul 2014, 9:13 am
RE: Customer Service thread - by Dan - 01 Aug 2014, 11:33 am
RE: Customer Service thread - by MurdnunoC - 01 Aug 2014, 12:24 pm
RE: Customer Service thread - by Dan - 01 Aug 2014, 12:26 pm
RE: Customer Service thread - by MurdnunoC - 01 Aug 2014, 2:39 pm
RE: Customer Service thread - by Dan - 01 Aug 2014, 2:50 pm
RE: Customer Service thread - by S813 FVK - 01 Aug 2014, 3:23 pm
RE: Customer Service thread - by Andreos1 - 01 Aug 2014, 4:44 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 4:52 pm
RE: Customer Service thread - by Andreos1 - 02 Aug 2014, 9:14 am
RE: Customer Service thread - by Drifter60 - 01 Aug 2014, 2:08 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 1:42 pm
RE: Customer Service thread - by R852 PRG - 01 Aug 2014, 2:05 pm
Re: RE: Customer Service thread - by Dan - 01 Aug 2014, 2:09 pm
Re: RE: Customer Service thread - by Dan - 01 Aug 2014, 3:26 pm
RE: Customer Service thread - by S813 FVK - 01 Aug 2014, 3:32 pm
Re: RE: Customer Service thread - by Dan - 01 Aug 2014, 3:47 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 4:29 pm
RE: Customer Service thread - by citaro5284 - 01 Aug 2014, 5:41 pm
RE: Customer Service thread - by Tom - 02 Aug 2014, 5:21 pm
Customer Service thread - by R852 PRG - 02 Aug 2014, 6:03 pm
RE: Customer Service thread - by Tom - 02 Aug 2014, 6:05 pm
RE: Customer Service thread - by BJ10VUS - 02 Aug 2014, 8:03 pm
RE: Customer Service thread - by Dan - 02 Aug 2014, 8:05 pm
RE: Customer Service thread - by Jimmi - 02 Aug 2014, 8:10 pm
RE: Customer Service thread - by tyresmoke - 02 Aug 2014, 8:14 pm
RE: Customer Service thread - by Roland Pratt - 03 Aug 2014, 8:36 am
RE: Customer Service thread - by Tom - 07 Sep 2014, 8:15 pm
RE: Customer Service thread - by L469 YVK - 07 Sep 2014, 9:11 pm
RE: Customer Service thread - by Adrian - 07 Sep 2014, 9:18 pm
RE: Customer Service thread - by S813 FVK - 07 Sep 2014, 9:22 pm
RE: Customer Service thread - by Andreos1 - 09 Sep 2014, 10:26 am
Re: RE: Customer Service thread - by Dan - 09 Sep 2014, 10:39 am
RE: Customer Service thread - by gtom - 09 Sep 2014, 7:54 pm
Re: RE: Customer Service thread - by Adrian - 09 Sep 2014, 8:08 pm
RE: Customer Service thread - by gtom - 09 Sep 2014, 10:40 pm
RE: Customer Service thread - by Adrian - 23 Sep 2014, 5:21 pm
RE: Customer Service thread - by Dan - 07 Oct 2014, 4:08 pm
RE: Customer Service thread - by Michael - 07 Oct 2014, 6:27 pm
RE: Customer Service thread - by Adrian - 07 Oct 2014, 7:22 pm
RE: Customer Service thread - by Dan - 07 Oct 2014, 7:25 pm
RE: Customer Service thread - by Adrian - 07 Oct 2014, 7:30 pm
Customer Service thread - by R852 PRG - 07 Oct 2014, 6:13 pm
RE: Customer Service thread - by Dan - 07 Oct 2014, 6:22 pm
RE: Customer Service thread - by Andreos1 - 13 Oct 2014, 5:16 pm
RE: Customer Service thread - by Andreos1 - 07 Nov 2014, 10:34 pm
RE: Customer Service thread - by Dan - 09 Nov 2014, 6:00 pm
RE: Customer Service thread - by Adrian - 09 Nov 2014, 7:47 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 6:45 pm
RE: Customer Service thread - by Adrian - 12 Nov 2014, 8:17 pm
RE: Customer Service thread - by Dan - 12 Nov 2014, 8:47 pm
RE: Customer Service thread - by Adrian - 12 Nov 2014, 8:59 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 9:13 pm
RE: Customer Service thread - by mb134 - 12 Nov 2014, 9:28 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 9:38 pm
RE: Customer Service thread - by mb134 - 12 Nov 2014, 9:50 pm
RE: Customer Service thread - by Dan - 17 Nov 2014, 2:42 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 10:17 pm
RE: Customer Service thread - by mb134 - 12 Nov 2014, 10:29 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 10:41 pm
RE: Customer Service thread - by Adrian - 13 Nov 2014, 5:50 pm
RE: Customer Service thread - by Dan - 13 Nov 2014, 6:09 pm
RE: Customer Service thread - by Adrian - 13 Nov 2014, 6:14 pm
RE: Customer Service thread - by citaro5284 - 15 Nov 2014, 8:41 am
RE: Customer Service thread - by eezypeazy - 15 Nov 2014, 9:24 am
Re: RE: Customer Service thread - by Adrian - 15 Nov 2014, 9:29 am
RE: Customer Service thread - by Andreos1 - 29 Nov 2014, 5:32 pm
RE: Customer Service thread - by Dan - 01 Dec 2014, 5:35 pm
RE: Customer Service thread - by Adrian - 08 Dec 2014, 8:48 pm
RE: Customer Service thread - by Dan - 08 Dec 2014, 8:51 pm
RE: Customer Service thread - by mb134 - 08 Dec 2014, 9:15 pm
RE: Customer Service thread - by cbma06 - 12 Dec 2014, 6:59 pm
RE: Customer Service thread - by cbma06 - 12 Dec 2014, 7:08 pm
RE: Customer Service thread - by Jimmi - 12 Dec 2014, 8:50 pm
RE: Customer Service thread - by Tom - 12 Dec 2014, 8:51 pm
RE: Customer Service thread - by Adrian - 12 Dec 2014, 11:10 pm
RE: Customer Service thread - by Jimmi - 12 Dec 2014, 9:09 pm
RE: Customer Service thread - by Andreos1 - 13 Dec 2014, 9:15 am
RE: Customer Service thread - by mb134 - 30 Dec 2014, 3:51 pm
RE: Customer Service thread - by Dan - 30 Dec 2014, 3:57 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 4:05 pm
RE: Customer Service thread - by Adrian - 30 Dec 2014, 4:28 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 4:39 pm
RE: Customer Service thread - by tyresmoke - 30 Dec 2014, 9:56 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 10:07 pm
RE: Customer Service thread - by tyresmoke - 31 Dec 2014, 7:35 am
RE: Customer Service thread - by mb134 - 31 Dec 2014, 9:39 am
RE: Customer Service thread - by Adrian - 30 Dec 2014, 4:31 pm
RE: Customer Service thread - by Andreos1 - 30 Dec 2014, 9:19 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 9:24 pm
RE: Customer Service thread - by Adrian - 30 Dec 2014, 10:02 pm
Customer Service thread - by R852 PRG - 22 Feb 2015, 3:33 pm
RE: Customer Service thread - by Dan - 22 Feb 2015, 3:35 pm
Customer Service thread - by R852 PRG - 22 Feb 2015, 3:37 pm
RE: Customer Service thread - by Dan - 22 Feb 2015, 3:39 pm
RE: Customer Service thread - by R852 PRG - 20 Mar 2015, 6:09 pm
RE: Customer Service thread - by Michael - 31 Mar 2015, 8:41 pm
RE: Customer Service thread - by Andreos1 - 26 May 2015, 12:38 pm
Customer Service thread - by Adrian - 28 May 2015, 9:48 pm
RE: Customer Service thread - by Malarkey - 28 May 2015, 9:54 pm
RE: Customer Service thread - by S813 FVK - 28 May 2015, 10:15 pm
RE: Customer Service thread - by Davie - 28 May 2015, 10:30 pm
RE: Customer Service thread - by Jimmi - 02 Jun 2015, 8:34 pm
RE: Customer Service thread - by Andreos1 - 02 Jun 2015, 8:37 pm
RE: Customer Service thread - by Dan - 03 Jun 2015, 9:25 am
Customer Service thread - by Jimmi - 16 Jun 2015, 11:08 am
RE: Customer Service thread - by Adrian - 19 Jun 2015, 6:24 pm
RE: Customer Service thread - by Jimmi - 19 Jun 2015, 6:43 pm
Customer Service thread - by Adrian - 31 Jul 2015, 4:41 pm
RE: Customer Service thread - by S813 FVK - 11 Aug 2015, 6:51 pm
RE: Customer Service thread - by citaro5284 - 11 Aug 2015, 6:53 pm
RE: Customer Service thread - by S813 FVK - 11 Aug 2015, 6:54 pm
RE: Customer Service thread - by BusLoverMum - 11 Aug 2015, 6:59 pm
RE: Customer Service thread - by BusLoverMum - 11 Aug 2015, 6:57 pm
RE: Customer Service thread - by Adrian - 11 Aug 2015, 7:00 pm
RE: Customer Service thread - by BusLoverMum - 11 Aug 2015, 7:14 pm
RE: Customer Service thread - by Adrian - 11 Aug 2015, 7:17 pm
RE: Customer Service thread - by omnicity4659 - 13 Aug 2015, 1:09 pm
RE: Customer Service thread - by Adrian - 07 Sep 2015, 6:10 pm
RE: Customer Service thread - by Andreos1 - 07 Sep 2015, 7:55 pm
RE: Customer Service thread - by R852 PRG - 07 Sep 2015, 8:01 pm
RE: Customer Service thread - by northern156 - 07 Sep 2015, 9:04 pm
RE: Customer Service thread - by citaro5284 - 08 Sep 2015, 4:06 pm
RE: Customer Service thread - by omnicity4659 - 26 Nov 2015, 3:32 pm
RE: Customer Service thread - by BusLoverMum - 26 Nov 2015, 3:56 pm
RE: Customer Service thread - by omnicity4659 - 26 Nov 2015, 4:01 pm
RE: Customer Service thread - by BusLoverMum - 26 Nov 2015, 4:09 pm
RE: Customer Service thread - by omnicity4659 - 26 Nov 2015, 4:30 pm
RE: Customer Service thread - by Tom - 23 Dec 2016, 5:49 pm
RE: Customer Service thread - by Andreos1 - 23 Dec 2016, 7:27 pm
RE: Customer Service thread - by Tom - 23 Dec 2016, 8:34 pm
RE: Customer Service thread - by Andreos1 - 23 Dec 2016, 11:16 pm
RE: Customer Service thread - by Ambassador - 23 Dec 2016, 10:23 pm
RE: Customer Service thread - by Adrian - 24 Dec 2016, 11:23 am
RE: Customer Service thread - by Michael - 23 Dec 2016, 10:27 pm
RE: Customer Service thread - by Dan - 09 Apr 2017, 7:09 am
RE: Customer Service thread - by Andreos1 - 09 Apr 2017, 8:15 am
RE: Customer Service thread - by markydh - 09 Apr 2017, 12:19 pm
RE: Customer Service thread - by Adrian - 09 Apr 2017, 12:25 pm
RE: Customer Service thread - by James101 - 09 Apr 2017, 6:14 pm
RE: Customer Service thread - by Adrian - 09 Apr 2017, 7:52 pm
RE: Customer Service thread - by James101 - 09 Apr 2017, 7:56 pm
RE: Customer Service thread - by Adrian - 09 Apr 2017, 7:58 pm
RE: Customer Service thread - by Ambassador - 09 Apr 2017, 11:17 pm
RE: Customer Service thread - by LeeCalder - 10 Apr 2017, 6:19 am
RE: Customer Service thread - by Andreos1 - 10 Apr 2017, 8:55 am
RE: Customer Service thread - by Adrian - 10 Apr 2017, 9:32 am
RE: Customer Service thread - by Andreos1 - 10 Apr 2017, 9:40 am
RE: Customer Service thread - by markydh - 10 Apr 2017, 10:42 am
RE: Customer Service thread - by Andreos1 - 07 Dec 2017, 6:50 pm
RE: Customer Service thread - by Andreos1 - 28 Mar 2018, 5:45 pm
RE: Customer Service thread - by Chris 1 - 29 Mar 2018, 11:16 am
RE: Customer Service thread - by Andreos1 - 30 Mar 2018, 9:32 am
RE: Customer Service thread - by James101 - 30 Mar 2018, 9:39 pm
RE: Customer Service thread - by Andreos1 - 31 Mar 2018, 1:17 pm
RE: Customer Service thread - by Chris 1 - 04 Apr 2018, 12:16 pm
RE: Customer Service thread - by Andreos1 - 04 Apr 2018, 12:54 pm
RE: Customer Service thread - by Andreos1 - 12 Jul 2019, 5:36 pm
RE: Customer Service thread - by James101 - 24 Jul 2019, 9:30 pm
RE: Customer Service thread - by deanmachine - 24 Jul 2019, 10:41 pm
RE: Customer Service thread - by James101 - 24 Jul 2019, 11:02 pm
RE: Customer Service thread - by Adrian - 25 Jul 2019, 8:00 pm
RE: Customer Service thread - by Adrian - 16 Aug 2019, 6:46 pm
RE: Customer Service thread - by Andreos1 - 16 Aug 2019, 9:16 pm
RE: Customer Service thread - by Adrian - 24 Aug 2019, 8:59 pm
RE: Customer Service thread - by Tyne_Traveller - 25 Aug 2019, 8:38 am
RE: Customer Service thread - by Adrian - 25 Aug 2019, 3:26 pm
RE: Customer Service thread - by tyresmoke - 26 Aug 2019, 11:04 am
RE: Customer Service thread - by Andreos1 - 26 Aug 2019, 3:03 pm
RE: Customer Service thread - by Andreos1 - 23 Jun 2020, 8:05 pm
RE: Customer Service thread - by deanmachine - 30 Jul 2020, 7:05 pm
RE: Customer Service thread - by Andreos1 - 30 Jul 2020, 8:22 pm
RE: Customer Service thread - by tyresmoke - 30 Jul 2020, 7:38 pm
RE: Customer Service thread - by deanmachine - 30 Jul 2020, 8:17 pm
RE: Customer Service thread - by Rob44 - 31 Jul 2020, 10:40 am
RE: Customer Service thread - by Adrian - 14 Aug 2021, 1:22 pm
RE: Customer Service thread - by Adrian - 30 Mar 2022, 12:16 pm
RE: Customer Service thread - by streetdeckfan - 30 Mar 2022, 4:39 pm
RE: Complaint Stories - by Adrian - 18 Apr 2014, 8:23 pm