Customer Service Gone Wrong

  Today I was in the Port Authority bus terminal as I had to go to New Jersey to visit the family of a friend who had just passed away.

What happened as I walked up to the "Information" booth is one of those --" I can't make this up"

There was no line and the attendant was busy doing her crossword puzzle. I waited  for what seemed like 2 minutes and I finally asked for some help.

Without looking up once and sighing that I had bothered her---she still said nothing.

At that point, I said: I'm very sorry to bother you as you are doing your crossword puzzle'..

She then said--"Here is the schedule--look it up yourself"-------

I walked away in disbelief because I needed to get the bus---I thought about this situation and in this economy where jobs are being lost by the thousands everyday---here is one position that someone who truly needs and wants a job could clearly do a better job than the person that is there now.

Also--even though I don't want to make a judgment--when I think of Port Authority---I will remember this woman and her actions or lack of. She doesn't realize it--yet she is part of the brand,the first person some people see when they go to the terminal.

It is a sorry story on  Customer service gone wrong.

Comments

[Josef Katz]

Oh you should take the bus more often... The NJ transit service is horrible. I could tell you stories of poor customer service that would surprise you (well maybe not) or build on your experience. Unfortunately they have a bit of a monopoly and they just don't care. If this was a real business they would have no customers.