Conductor achieves hat trick for perfect customer service

Friday, 1 February 2013

Greater Anglia has recognised employee, Steve Capps, for his excellent customer service which saw him score top marks in a recent ‘mystery shopping’ survey for the third time.

Steve is a senior conductor on Greater Anglia’s mainline and rural services from Norwich and was presented with an award by his manager, Dennis Harris, for achieving top marks for the third time when assessed by a mystery shopper.

Steve was praised for his professional manner and friendly attitude which sees him always make time to provide the best possible service and assistance to customers.

Conductor Manager, Dennis Harris, said, “Steve consistently works to extremely high standards and always does his best to provide excellent customer service to passengers. I would like to congratulate him on this third perfect score and thank him for his efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Steve achieved his perfect score of 100% when assessed as part of a recent mystery shopping exercise held between 9th December 2012 and 5th January 2013.

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. I am delighted that this training is having real benefits in practice and improving customer service in all aspects of our business.”