Better Customer Service in the Spotlight for Greater Anglia

Tuesday, 17 April 2012

Train operator Greater Anglia has launched a comprehensive training programme for its managers and customer service staff in the region, aimed at improving customer service on their network.

The ‘Inspire’ customer service training is being rolled out across the company and in the first phase over 600 key frontline managers and staff will participate in the programme which is already underway and will be completed in advance of this summer's London Olympics. The programme will help Greater Anglia in developing a customer centric business which connects each function and role within the business to the customer experience.

The course takes an inspired approach to training, engaging attendees through an interactive approach, to help them identify and share best practice for the benefit of their customers. Greater Anglia is working closely with training provider ‘train4change’ on the project.

In the second phase of the programme commencing in the autumn, a further 1,600 employees will participate in the training programme, including operational staff and employees from other functions across the business, to ensure a genuine focus on improving customer service across the business.

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. Working closely with train4change we are well underway in implementing this comprehensive customer service training programme across the company.”