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SCR receives 46 complaints a day!
The South Central Railway receives an average of 46 complaints a day, out of which 16 per cent pertain to frontline staff. In a bid to provide better facilities, the SCR conducted a seminar on customer care in which ticket checking staff, booking/reservation clerks, Railway Protection Force (RPF), railway porters and other senior officials participated.
The South Central Railway receives an average of 46 complaints a day, out of which 16 per cent pertain to frontline staff. In a bid to provide better facilities, the SCR conducted a seminar on customer care in which ticket checking staff, booking/reservation clerks, Railway Protection Force (RPF), railway porters and other senior officials participated.
The SCR General Manager Ravindra Gupta said that the social media is active and passenegers have become aware of their rights. He emphasised that no dereliction of duty by the frontline staff would be accepted, when it comes to serving the rail customers. He, however, maintained that complaints against the frontline staff reduced in the first two months of the current fiscal but there was a lot to be desired.
Advising the Ticket-Checking staff that they are the representatives of the Railways in the trains, he wanted that they present themselves properly and also oversee the contract staff by trains, so as to stop any wrong doing on their part.
Dr MC Das, Management Consultant sought the frontline rail staff to be courteous and accessible to the customers, identifying their needs and attending to them as a duty. R Dhananjayulu, Chief Group General Manager, CONCOR, SC Zone said, “There was a paradigm shift in customer focus on the Railways, on account of the social media explosion feedback mechanisim was important to develop the confidence of rail customers.”
The frontline Railway staff shall also think in terms of giving more attention to specific segemnts of Railway customers such as the Physically challenged passengers, sick passengers, senior citizens, women passengers travelling with children, passengers travelling in trains running delayed, passengers who have suffered some loss in terms of theft, accidents, injury etc., since they deserve extra care, he averred.
Ashesh Agarwal, divisional railway manager, Secunderabad division; Aruna Singh, divisional railway manager, Hyderabad division and a host of principal heads of departments were present. B Vijaya Bhaskar, chief commercial manager, Catering & Passenger Services. D Narsing Rao, deputy chief commercial manager presented the vote of thanks.
