Customers nominate Alan Dowdall at Ingatestone station for award

Tuesday, 7 April 2015

Rail passengers in East Anglia have nominated the station teams and individuals who they feel deliver the best customer service, with Abellio Greater Anglia’s Alan Dowdall of Ingatestone station scooping a National Customer Service Week award.


During National Customer Service Week from 2nd - 6th March, Abellio Greater Anglia asked regular travellers to nominate the station teams or individuals across the network who go the extra mile to make passengers’ journeys pleasant and stress-free or who have gone the extra mile to offer assistance or make a difference.


Alan Dowdall, who works in the ticket office, received an unprecedented 54 nominations from regular station users who appreciate his friendly and helpful manner.


One customer commented, “I would like to nominate Alan at Ingatestone Ticket office.  He is totally charming, engages all of the time with his customers, always cheerful and smiling and always goes the extra mile to help people.  He is constantly buzzing around the station and you feel his presence when he is on duty.  He takes real pride in his work to keep the station tidy and always looks out for us travellers.  He will often dash out to the rush hour commuters and school children to let them know any updates that come through if they are not on the screen. He has an amazing capacity to recall his customers’ journeys and ticket requirements, which makes you feel a part of something and that you belong.  He was greatly missed after a recent bout of illness, and I like most people were genuinely pleased to see his return a few weeks back.”


The awards were judged by the Abellio Greater Anglia Leadership Team who assessed each nominee for, amongst other criteria, the effort they make to exceed customer expectations and the level to which they know the value of excellent service to the business.


Jamie Burles, Abellio Greater Anglia’s Managing Director, said, “I would like to offer my congratulations and gratitude to all the teams and individuals who were nominated for a Customer Service Week award. I am very proud of our engaged employees across the network who do their upmost to exceed our customers’ expectations every day.”


Delivering excellent customer service is a priority for Abellio Greater Anglia and since the franchise began the train operator has invested in a training programme that has seen all front line staff taking part in a two day Customer Service course.


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.