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[QUOTE]Originally posted by amtraxmaniac: [QB] Ellen, I agree. The public can be quite nasty. I've been in social work for 9 years now and have seen how nasty people can get. I think agents need to learn not to reflect the frustrations of the customer though too. The employees should take responsibility for their own reactions. It all trickles down though to the way Amtrak is managed. When there is a lack of planning for these situation, the powers that be hang Amtrak employees out to dry. You can't control the attitudes of your customers, no matter how abusive and impatient they want to be. What you can do as a company though is make your employees responsible for THEIR attitudes. Its a two way swinging door though. If management expects the most out of its employees, they better arm them with every tool necessary to satisfy the customers. I can say this much, I've encountered more scowls from station agents than smiles and it makes me think 'are these bad employees or just employees treated badly by a company that simply doesn't know how the TREAT PEOPLE PERIOD?'. [/QB][/QUOTE]
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