Abellio Greater Anglia employees achieve Customer Service awards

Saturday, 19 December 2015

Rail passengers in East Anglia have nominated the station teams and individuals who they feel deliver the best customer service.


During National Customer Service Week from 5th – 11th October, Abellio Greater Anglia asked regular travellers to nominate the station teams or individuals across the network who go the extra mile to make passengers’ journeys pleasant and stress-free or who have gone the extra mile to offer assistance or make a difference.

The individuals and teams receiving a National Customer Service Week awards included:

The Norwich conductor team - ‘Best On Train Staff’

Colin Piper Clark and Dennis Nganje - ‘Making Travel Safer’ category

Greenwood - ‘Best On Train and Station Cleaning Staff’

Andy Turnbill - 'Best station staff' 

Harlow Town Ticket Office - 'Best station team'

Dave Mullan - 'Best On Train Staff'

Steve Sheeran 'Best On Train Staff' 

The awards were judged by the Abellio Greater Anglia Leadership Team who assessed each nominee for, amongst other criteria, the effort they make to exceed customer expectations and the level to which they know the value of excellent service to the business.


Jamie Burles, Abellio Greater Anglia’s Managing Director, said, “I would like to offer my congratulations and gratitude to all the teams and individuals who were nominated for a National Customer Service Week award. I am very proud of our engaged employees across the network who do their upmost to exceed our customers’ expectations every day.”


Delivering excellent customer service is a priority for Abellio Greater Anglia and since the franchise began the train operator has invested in a training programme that has seen all front line staff taking part in a two day Customer Service course.


Mystery shopping surveys have demonstrated that the training is having a positive effect with many staff achieving perfect scores of 100% when they are secretly assessed by mystery shoppers.