Published on: Friday, 16 October 2015
Last updated: Wednesday, 5 October 2016
Thecustomer service training team at Abellio Greater Anglia was awarded TrainingTeam of the Year after developing and encouraging staff to ‘put the customer atthe heart of everything they do’.
TheAbellio Greater Anglia team developed a new customer service programme called‘Inspire’ to improve customer and employee satisfaction around the network.
Presenton the night to accept the award were Charlotte Pearson, Adrian Brown and LucyTomlinson of the Abellio Greater Anglia training team.
Andrew Goodrum, Abellio Greater Anglia’s Customer ServicesDirector, said, “I would like to congratulate the Inspire Team on thisachievement. Since the Abellio Greater Anglia franchise began, we have beenconcentrating our efforts on improving the customer experience; one importantelement of this is to give our staff additional training, enabling them toprovide the best service possible for the over two million passengers a weekusing our services in London and the East Anglia region.
“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.”
TheRailStaff Awards, which is supported by the Rail Alliance and Young RailProfessionals, is an annual industry event recognising the hard work, courageand professionalism of the men and women who deliver Britain’s railway.
Nowin its ninth year, the 2015 event was held at Coventry's Ricoh Arena on October10. This year, the awards had an ‘Out of Africa’ theme and recognised the bestof the rail industry under the #PrideOfANation banner.
RailStaffAwards 2015 received around 1,200 nominations across 20 categories, approaching40,000 votes and welcomed close to 1,000 guests on the night.