Published on: Saturday, 19 December 2015
Last updated: Wednesday, 5 October 2016
Rail passengers in East Anglia have nominated the stationteams and individuals who they feel deliver the best customer service.
During National Customer Service Week from 5th– 11th October, Abellio Greater Anglia asked regular travellers tonominate the station teams or individuals across the network who go the extramile to make passengers’ journeys pleasant and stress-free or who have gone theextra mile to offer assistance or make a difference.
The individuals and teams receiving a National Customer Service Week awards included:
The Norwich conductor team - ‘Best On TrainStaff’
Colin Piper Clark and Dennis Nganje - ‘MakingTravel Safer’ category
Greenwood - ‘Best On Train and StationCleaning Staff’
Andy Turnbill - 'Best station staff'
Harlow Town Ticket Office - 'Best stationteam'
Dave Mullan - 'Best On Train Staff'
Steve Sheeran 'Best On Train Staff'
The awards were judged bythe Abellio Greater Anglia Leadership Team who assessed each nominee for, amongst other criteria, theeffort they make to exceed customer expectations and the level to which theyknow the value of excellent service to the business.
Jamie Burles, Abellio Greater Anglia’s Managing Director, said, “Iwould like to offer my congratulations and gratitude to all the teams andindividuals who were nominated for a National Customer Service Week award. I amvery proud of our engaged employees across the network who do their upmost toexceed our customers’ expectations every day.”
Delivering excellent customer service is a priority forAbellio Greater Anglia and since the franchise began the train operator hasinvested in a training programme that has seen all front line staff taking partin a two day Customer Service course.
Mystery shopping surveys have demonstrated that thetraining is having a positive effect with many staff achieving perfect scoresof 100% when they are secretly assessed by mystery shoppers.