Published on: Thursday, 15 January 2015
Last updated: Wednesday, 5 October 2016
The region’s train operator, Abellio Greater Anglia, has receivedaccreditation from the Institute of Customer Service for its ‘Inspire’ employeetraining programme.
The ‘TrainingMark’accreditation means that the train operator’s company-wide customer servicetraining programme is now accredited by the UK’s professional body for customer service whohave carried out an independent evaluation and awarded Abellio Greater Anglia‘Professional’ membership – the highest level.
The TrainingMarkis valid for one year and demonstrates that the train operator takes a holisticapproach to customer service training, meets the Institute’s professionalstandards and is an organisation that is committed to customer service.
Abellio Greater Anglia’sCustomer Service Director, Andrew Goodrum, said, “Delivering excellent customerservice is a priority for Abellio Greater Anglia and since the franchise beganwe have invested in our ‘Inspire’ training programme that has seen all frontline staff taking part in a two day Customer Service course. I am pleased thatour approach and commitment to customer service training has received externalrecognition and congratulate our team of trainers and staff at our dedicatedtraining Academy on achieving TrainingMark Accreditation”
Mystery shopping surveys have demonstrated that the ‘Inspire’programme is having a positive effect with many staff achieving perfect scoresof 100% for providing excellent customer service when they are secretlyassessed by mystery shoppers.
Jo Causon, chiefexecutive from the Institute of Customer Service commented: “To achieve theInstitute’s TrainingMark accreditation, Abellio Greater Anglia has demonstratedthat its customer service training programme meets Institute accreditationrequirements, confirming its commitment to training. The independentrecognition gained from TrainingMark gives employees confidence in theirorganisation’s development programmes and support for their careers.”
TheInstitute of Customer Service is an independent, professional body that leadsthe way on customer
serviceperformance by developing and disseminating the best practices and policiesamong its members, helping organisations to raise standards and helping theiremployees to achieve professional recognition.