Published on: Friday, 16 October 2015
Last updated: Wednesday, 5 October 2016
The customer service training team at Abellio Greater Anglia was awarded Training Team of the Year after developing and encouraging staff to ‘put the customer at the heart of everything they do’.
The Abellio Greater Anglia team developed a new customer service programme called ‘Inspire’ to improve customer and employee satisfaction around the network.
Present on the night to accept the award were Charlotte Pearson, Adrian Brown and Lucy Tomlinson of the Abellio Greater Anglia training team.
Andrew Goodrum, Abellio Greater Anglia’s Customer Services Director, said, “I would like to congratulate the Inspire Team on this achievement. Since the Abellio 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.
“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.”
The RailStaff Awards, which is supported by the Rail Alliance and Young Rail Professionals, is an annual industry event recognising the hard work, courage and professionalism of the men and women who deliver Britain’s railway.
Now in its ninth year, the 2015 event was held at Coventry's Ricoh Arena on October 10. This year, the awards had an ‘Out of Africa’ theme and recognised the best of the rail industry under the #PrideOfANation banner.
RailStaff Awards 2015 received around 1,200 nominations across 20 categories, approaching 40,000 votes and welcomed close to 1,000 guests on the night.