Published on: Wednesday, 10 December 2014
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, with Wivenhoerail station scooping the ‘Overall Station Team’ award.
David Burch, director of policy at the Essex Chamber of Commerce,and Petrina Murphy, Abellio Greater Anglia’s Interim Area Customer ServiceManager, presented the award last month at Wivenhoe station, which was acceptedby team member, Brita Hyde, on behalf of the rest of the Ticket Office team (Aaron McAuley and Tom McNaughton).
During National Customer Service Week from 6th– 10th October, Abellio Greater Anglia asked regular travellers to nominate thestation teams or individuals across the network who go the extra mile to makepassengers’ journeys pleasant and stress-free or who have gone the extra mileto offer assistance or make a difference.
One customer using Wivenhoe station commented, “Alwaysfriendly, helpful and personable. The station is also always clean andwelcoming.”
The awards werejudged by the Abellio Greater Anglia Leadership Team who assessed each nominee for, amongst other criteria, the effort they maketo exceed customer expectations and the level to which they know the value of excellent service to thebusiness.
Other winners included Abellio Greater Anglia’s Customer Relations Team, Abellio GreaterAnglia’s Social Media Team and team leader, Garry Kemp, Paul Harvey, conductor,Florence Okemiri, Shenfield ticket gates, Stephen Hewitt, Lowestoft ticketoffice, Wayne Claydon, Braintree ticket office, Alex Steadman, London LiverpoolStreet ticket office and Bernard Ekue, London Liverpool Street ticket gates.
Jamie Burles, Abellio Greater Anglia’s Managing Director, said, “I would like to offermy congratulations and gratitude to all those individuals who helped achievingthese awards. Receiving these awards has only been achievable because ofengaged employees who do their upmost to exceed our customers’ expectationsevery day.”
DavidBurch, Director of Policy, Essex Chambers of Commerce said, "Customerservice is increasingly key to achieving satisfaction with any business whetherit is a small shop or a large organisation like Greater Anglia. It is reallygood to see that the staff at Wivenhoe Station have recognised that and beenrewarded for their hard work by winning this award. My congratulations go toall involved in delivering that high service and gaining this award."
JoCauson, chief executive of the Institute of Customer Service commented:“National Customer Service Week presents a great opportunity for organisationsto demonstrate both their commitment to improving their customers’ experiencesand their dedication to developing the skills of their customer service teams.
“Theawards programme which Abellio Greater Anglia planned to celebrate NationalCustomer Service Week will help to highlight exceptional performance ofindividuals and teams, as well as help to focus internal teams and external customerson the important role that their front line staff holds”.
Delivering excellentcustomer service is a priority for Abellio Greater Anglia and since thefranchise began the train operator has invested in a training programme thathas seen all front line staff taking part in 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.