Mobile customer service representatives

[WTN]

I noticed today that QR Passenger has recently introduced mobile customer service representatives on selected trains.  They were on board (Roma St-Darra) assisting passengers (eg opening doors, enquiries).  I had a chat with one of them and she was very polite and friendly.  She also mentioned they get sent out to help disabled passengers.

I think it's a nice touch of added service    It's like having a "train attendant".

[Derwan]

Work colleague reported they were at her station this morning - greeting people as they arrived.  Apparently there are 12 of them for the network.

[STB]

Hrrm, I wonder if they can be used to sell tickets on board like the old days?  Still, good to see them, they could replace the guards as a suggestion, and the guards could be replaced as drivers perhaps?

[WTN]

I saw them again Roma St-Ipswich.  Slightly different group this time.  They may have stayed at Ipswich Station to assist passengers there (I was in a hurry so couldn't say for sure).

Selling tickets would be a good idea, but I don't see that happening in today's climate.  We're also moving towards go card only too!

[Jon Bryant]

Just had a chat to a mobile customer service representativeson my Cleveland to the City train. 

Asked straight out what their roles was.  Very friendly lady. Gave me a great run down on the help that they provide, particularly to the elderly or frail, people from out of town, tourists, new or in-frequent riders.   She also gave me a run down on the questions they get asked (many not to do with the rail system itself but service/places people are trying to reach).  She said they help a lot of people work out their trip/changes, etc.

I think it is a great service for those that need such help.

Keep it up QR.

[O_128]

great idea. an attendant for every train in the future?

[Derwan]

Perhaps these will be the people going into the Customer Service Supervisor (formerly Stationmaster) roles in the future.  Maybe this is how QR is instilling a customer service role into their new employees.

They're primarily looking after people... not a station.

[stephenk]

How about spending the wages on more engineers to sort the current infrastructure reliability issues, rather than glorified door openers?

[Arnz]

This is also partially a step backwards, they just recently got rid of the second guard that travelled between Landsborough and Nambour on 6-car Sunshine Coast services.  Other services (apart from Rosewood or Tennyson) doesnt need a "glorified" second guard.

[longboi]

They aren't "second guards", they're on the network to interact with passengers and to generally make a positive impression on the passengers.

The Mobile Customer Care Reps can also help out during disruptions keeping people informed and answering questions from the public so other staff (i.e. Traincrew) can get on with their own duties.

[verbatim9]

They have these mobile reps here in Melbourne too. They are only at the stations and on the trains sometimes between the hours of 7am till 9am Mon-Fri. They do not give change or sell tickets but they watch everyone validate there tickets before hoping onto trains. They also bring out a rack of current timetables for the current line each morning. Not sure if this is a good or bad thing. My personal preference would be not to have the mobile reps and just a more frequent train service especially on Sundays as the Trains in Melbourne do not start till around 8am which is very annoying if you have to catch a early morning flight on a Sunday or Public holiday or need to be somewhere early before 8 am. Wonder if this is going to change with the new operator Metro? But in QLD there is no need for Mobile reps. Automatic voice and LED displays real time Train Tracking via sms or on the net a better option.

[verbatim9]

This is also partially a step backwards, they just recently got rid of the second guard that travelled between Landsborough and Nambour on 6-car Sunshine Coast services.  Other services (apart from Rosewood or Tennyson) doesnt need a "glorified" second guard.

Melbourne do not have guards on the Metro rail system only on regional services. There are cameras at each station and when the train pulls up the driver can see the whole platform via video screens in the driver seat or the video screen at the front of each platform. A second guard if true its a waste of money. Usually it seems like there is a second guard and sometimes co driver on the train but they are just getting a ride home after their shift or a ride to work before a shift.