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The New Zealand Railways Magazine, Volume 8, Issue 10 (February 1, 1934)

Railway Progress in New Zealand — General Manager'S Message — Ideals Of Service

page 6

Railway Progress in New Zealand
General Manager'S Message
Ideals Of Service.

An occasional examination of the ideals of transportation service is necessary both as a check-up upon progress made and also because changing times call for changes in ideals.

At present the ideals of service which the railways of this country may be expected to aim for can, in my opinion, be classified in the following general terms—

Physical Considerations.—These include arrangements for the safety and comfort of passengers at stations, in refreshment-rooms and in carriages.

There is also the highly complicated freight business, where the most suitable types and numbers of vehicles in relation to the commodities to be carried have to be provided, with all the related questions of shed, yard, and siding accommodation, including facilities for port access and conveyance and handling between road, rail and sea.

Psychological Considerations.—To make the traveller happy and contented, to make the freighter pleased with the service given, and to make both feel satisfied that they have had something more than their money's worth—this is on the way towards that ideal condition when the public would constantly be satisfied that the railway was the answer to all their transport problems. Such service includes immediate assistance by all members of the service who deal with the public, with accurate, friendly and courteous information and advice.

Passengers need help regarding luggage; refreshments; train, road and steamer connections; and tourist resorts. They should be encouraged to make inquiries—and every inquiry properly handled should lead to further business for the Department.

Freighters need advice as to the best way to send their goods. This information, and the subsequent service to give satisfaction, covers such matters as packing for safe transport, conveyance by rail, loading for trains, care and despatch along the line—including special attention to “tranships” —and quick clearance at destination stations to consignees’ premises.

To each of the features of service enumerated above, and to all the associated contacts made in the course of the Department's relations with the public, there is a definite ideal which every member of the service should bear in mind, and I would like to feel that every employee endeavours to make his individual effort approximate as closely as possible to that ideal.

General Manager.