Tim Wild wrote:
Hi - I apologise for breaking into your thread - I'm not a regular
contributor.

No need to apologise. You have in fact started a new "thread" in our
newsgroup. Welcome!

I'm an author currently working on a book about bad jobs for a UK
publisher. It occurred to me that working in the complaints
department for the tube might well be up there with some of the
most awful jobs available.

Not necessarily. I have no inside experience of LU's customer service
department (I'm just one of their customers!), but I have worked for an
IT company which was pretty unpopular at one time in the consumer
marketplace. The opportunity to absorb customers' anger sympathetically
and explain to them why their service went pear-shaped can actually be
quite fulfilling, especially if the customer thanks you at the end of
the phone call. It's also good to be able to report issues back to
management, and feel that you have helped contribute to better service.

Perhaps some LU people can tell us if this is true of their job.
--
Richard J.
(to e-mail me, swap uk and yon in address)