Enclosed is a list of some of the World’s Most Underappreciated Jobs:
Librarians
Shop Assistants
Nursing Assistants
Sanitation Workers
Agricultural Labourers
Underground Miners
Call Centre Operators
Customer Service Reps.
Waiters & Dishwashers
Animal Shelter Workers
Funeral Service Workers
Garment Factory Workers
Construction Site Laborers
Truck Drivers / Bus Drivers
Delivery Drivers & Couriers
To the list, I would like to add:
Ticketing Staff of Western Railways.
Ironic isn’t it? Considering the fact that the Ticketing Team of Western Railways is instrumental in driving revenue while also enhancing customer satisfaction, customer safety and operational efficiency, making their role critical to the overall success of the railway system.
The Ticketing Staff of Western Railway:
Prevent Revenue Loss: By identifying and addressing fare evasions, they ensure that passengers travel with valid tickets, directly supporting the railway’s financial health.
Enhance Customer Service: As the primary contact point for passengers, they handle questions, concerns, and provide assistance, especially managing crowds and ensuring an orderly boarding process during peak hours.
Ensure Safety and Security: By monitoring for suspicious activities, reporting incidents, responding to emergencies in stations, on platforms, and within trains, they play a proactive role in passenger safety.
Manage Overcrowding: By enforcing ticketing rules and ensuring compliance with health and hygiene protocols, they help maintain an orderly, safe travel environment.
Collect Valuable Data: By observing and recording travel patterns, they contribute insights that support continuous improvements in service and operational efficiency for the railway system.
Yet, when they do their job, they face, more often than not, - verbal abuses, physical threats, bribery attempts, defamation, and frequent complaints.
I asked a few participants during the workshop - “If you catch someone without a valid ticket, how would you expect them to respond?”
Here’s what they shared:
Be honest & acknowledge your mistake instead of concocting silly excuses
Obey the fine procedures without resorting to intimidation or bribery
Be polite and respectful. We too are earning an honest living just like you
Don’t get aggressive and abusive. You’re at fault not us.
Avoid blame games. Accept your mistake, pay the fine and move on.
So, the next time you get caught traveling without a valid ticket, own up and pay up, or just train yourself to catch a train with one!
Mission Samaanubhuti (Empathy With Customers) Batch 2 – for Ticketing Staff of Western Railway, Mumbai.
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