Abellio Greater Anglia's 'Inspire' training programme wins Institute of Customer Service accreditation

Thursday, 15 January 2015

The region’s train operator, Abellio Greater Anglia, has received accreditation from the Institute of Customer Service for its ‘Inspire’ employee training programme.


The ‘TrainingMark’ accreditation means that the train operator’s company-wide customer service training programme is now accredited by the UK’s professional body for customer service who have carried out an independent evaluation and awarded Abellio Greater Anglia ‘Professional’ membership – the highest level.


The TrainingMark is valid for one year and demonstrates that the train operator takes a holistic approach to customer service training, meets the Institute’s professional standards and is an organisation that is committed to customer service.


Abellio Greater Anglia’s Customer Service Director, Andrew Goodrum, said, “Delivering excellent customer service is a priority for Abellio Greater Anglia and since the franchise began we have invested in our ‘Inspire’ training programme that has seen all front line staff taking part in a two day Customer Service course. I am pleased that our approach and commitment to customer service training has received external recognition and congratulate our team of trainers and staff at our dedicated training Academy on achieving TrainingMark Accreditation”


Mystery shopping surveys have demonstrated that the ‘Inspire’ programme is having a positive effect with many staff achieving perfect scores of 100% for providing excellent customer service when they are secretly assessed by mystery shoppers.


Jo Causon, chief executive from the Institute of Customer Service commented: “To achieve the Institute’s TrainingMark accreditation, Abellio Greater Anglia has demonstrated that its customer service training programme meets Institute accreditation requirements, confirming its commitment to training. The independent recognition gained from TrainingMark gives employees confidence in their organisation’s development programmes and support for their careers.”


The Institute of Customer Service is an independent, professional body that leads the way on customer

service performance by developing and disseminating the best practices and policies among its members, helping organisations to raise standards and helping their employees to achieve professional recognition.