Employees achieve perfect customer service scores in mystery shopper surveys

Monday, 15 October 2012

Greater Anglia has recognised employees Ai-Ping Rashid, Robert Sandford and Keith Bayman for their excellent customer service skills which saw them score top marks in recent ‘mystery shopping’ surveys.

Ai-Ping works in the Ticket Office at Stratford rail station and Robert and Keith are based at London Liverpool Street as a Duty Station Manager and a ticket gate assistant respectively.

All three employees scored 100% for their friendly, helpful manner and excellent customer service when assessed by mystery shoppers.

Area Customer Service Manager, James Henry, said of Ai-Ping’s perfect score, “Ai –Ping’s actions and attitude espouse the company’s core values of efficiency and customer focus. She consistently deals with the public in a positive way, providing proactive and quick assistance.  I cannot highlight how critical her contribution is to us. She is polite and professional at all times and goes the extra mile in delivering excellent performance at such a busy station.”

Area Customer Service Manager at London Liverpool Street, Kirit Varsani, said, “Keith is passionate about his job and is always keen to make the customer experience a positive one. He not only assists customers but is involved in training of other colleagues. Likewise, Robert is always looking for opportunities to enhance customers’ travelling experience and actively encourages the team he manages by leading from the front.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. Ai-Ping, Robert and Keith achieved a top score of 100% when assessed as part of a recent mystery shopping exercise held between 19 August and 15 September 2012.

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.”