Valencia Station North

Worst experience ever. No professionalism at all in dealing with needs of the customer. I just wanted to upgrade my ticket from standard to first class, but no one knew how to help me. The keep lying to me, there are more than 13 seats empty in the first class as the customer service just said to me. The customer service refused to do the upgrade and instead they said you can do the upgrade on the train!!!! No one understands English. I’m wondering who speaks just one language in the world now. To improve the customer service and enhance the relationship with customers you have to do many things:

1. Train the staff: Train your staff to be courteous, polite, and empathetic towards customers. They should be trained to handle customer complaints and inquiries effectively, and in multiple languages if necessary. Staff members should be well-informed about the train schedules and routes, and be able to provide accurate information to customers.

2. Provide multi-language communication: Train station staff should be able to speak multiple languages to assist customers who speak languages other than the local language. Additionally, consider providing signage, announcements, and information brochures in multiple languages.

3. Be responsive: Ensure that customer inquiries and complaints are responded to promptly and professionally. This can be achieved by providing a feedback mechanism such as a suggestion box or customer service hotline, where customers can provide feedback or raise concerns.

4. Enhance waiting areas: Provide comfortable and clean waiting areas for customers, with adequate seating and amenities such as charging points, water fountains, and toilets. Make sure the waiting areas are well-lit and well-ventilated.

5. Streamline processes: Simplify the processes involved in purchasing tickets and boarding trains. Make sure that ticket vending machines are user-friendly and that ticket prices are clearly displayed. Provide clear directions and information on where to board the train.

6. Regularly assess and improve: Regularly assess the customer service experience and make improvements based on feedback received from customers. This can be achieved through surveys, social media feedback, or other feedback mechanisms.

By implementing these suggestions, train stations can improve customer service, create a positive customer experience, and build customer loyalty.

Valencia is a beautiful city, but train stations is not.

Train: February 25, 2023 Intercity 00264 @ 17:03