Published on: Thursday, 15 January 2015
Last updated: Wednesday, 5 October 2016
Abellio GreaterAnglia has recognised employees at its Customer Contact Centre for delivering excellentcustomer service which saw them score top marks in a recent ‘mysteryshopping’ survey.
Amanda Green and Sandra Woods workin the train operator’s Customer Contact Centre in Norwich as CustomerRelations Advisors and were praised for their friendly, helpful andprofessional manner when dealing with customers’ enquiries on the telephone.
Both received a score of 100% for excellent customer service whensecretly assessed by mystery shoppers whilst carrying out their duties – Amanda’seighth 100% score in the last two years and Sandra’s seventh!
Amanda has clocked up 23years’ service with the railway since joining at the age of 19 and workingfirst as an On Train Catering Assistant and then in Retail Communications as aTrain Announcer before joining the Customer Relations team.
Abellio Greater Anglia’s Customer Relations Manager, Lynsey Flack, said,“I would like to congratulate Amanda and Sandra onanother excellent result that demonstrates their consistently excellentcustomer service. Both are excellent ambassadors for Abellio GreaterAnglia and I would like to thank them for their efforts.”
Customer service and quality standards at AbellioGreater Anglia stations are assessed on a regular basis and Amanda and Sandra achieved their perfect scores when assessed aspart of a recent mystery shopping exercise carried out between 9thNovember and 6th December 2014.
Andrew Goodrum, Abellio Greater Anglia’sCustomer Services Director, said:
“Since the Abellio Greater Anglia franchisebegan, we have been concentrating our efforts on improving the customer experience;one important element of this is to give our staff additional training,enabling them to provide the best service possible for the over two millionpassengers a week using our services in London and the East Anglia region.”