Customer Relations staff praised by mystery shoppers
Abellio Greater Anglia has recognised employees at its Customer Contact Centre for delivering excellent customer service which saw them score top marks in a recent ‘mystery shopping’ survey.
Amanda Green, from Norwich, and Steven Farrell, from Great Yarmouth, work in the train operator’s Customer Contact Centre in Norwich as Customer Relations Advisors and were praised for their friendly, helpful and professional manner when dealing with customers’ enquiries on the telephone.
Both received a score of 100% for excellent customer service when secretly assessed by mystery shoppers whilst carrying out their duties – Amanda’s seventh 100% score in the last two years!
Amanda has clocked up 23 years’ service with the railway since joining at the age of 19 and working first as an On Train Catering Assistant and then in Retail Communications as a Train Announcer before joining the Customer Relations team.
Steven Farrell has worked as a Customer Relations Advisor since 2010 and was recently nominated for a rail industry award for his fundraising efforts which saw him lead the Customer Relations Team to raise over £1000 for Sport Relief.
Customer Relations Supervisor, John Nelson, said, “It’s great to have received such positive feedback for our team members. As a department we’ve been working really hard to ensure that we provide the best level of service to all of our customers and this is an excellent example of how it can be done. I’d like to extend my congratulations and thanks to Amanda and Steve for their commitment and effort, and for leading the way in the provision of great customer service.”
Customer service and quality standards at Abellio Greater Anglia stations are assessed on a regular basis and Amanda and Steven achieved their perfect scores when assessed as part of a recent mystery shopping exercise carried out between 20th July and 16th August 2014.
Andrew Goodrum, Abellio Greater Anglia’s Customer Services Director, said:
“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.”