Abellio Greater Anglia continues training programme to deliver better customer service

Tuesday, 25 March 2014

Train operator Abellio Greater Anglia is to continue its comprehensive training programme for managers and customer service staff in the region, following its success in improving customer service on the network.

More than two-thirds of the train operator’s employees completed the ‘Inspire’ customer service training programme during 2013 and now the company is extending the course until the summer by bringing it ‘in house’ to ensure that its 800 further employees can participate.

The ‘Inspire’ training programme has been instrumental in raising customer service standards across the company, reflected in the high scores achieved by employees during mystery shopping surveys and was a direct factor in the train operator achieving the 2013 Achievement in Customer Satisfaction award at the British Quality Foundation’s UK Excellence Awards.

The course takes an inspired, interactive approach to training to engage and inspire the attendees with the aim of helping them to identify and share best practice for the benefit of Abellio Greater Anglia’s customers.

Abellio Greater Anglia worked with training provider ‘train4change’ on the project, but the remainder of the programme will be delivered by the train operator’s experienced in house trainers, Charlotte Bindley, Dave Haskell and Adrian Brown.

Andrew Goodrum Greater Anglia’s Customer Services Director said:

“Since the Greater Anglia franchise began, 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 million passengers a week using our services in London and the East Anglia region. We felt that as the programme was such a success it would be extremely beneficial to roll the programme out to encompass all our employees to enable us to provide the highest customer service standards.”