Fourth accolade for Sandra Woods, Contact Centre

Thursday, 8 May 2014

Abellio Greater Anglia has recognised employee, Sandra Woods, for excellent customer service which saw her score top marks in a recent ‘mystery shopping’ survey.

This is the fourth time that Sandra, who works at Abellio Greater Anglia’s Customer Contact Centre at Norwich station, has scored 100% - the highest mark possible - for providing good service when dealing with customers’ enquiries on the telephone.

Sandra was praised for her friendly, helpful and professional manner when secretly assessed by a mystery shopper whilst carrying out her duties.

Customer Relations Supervisor, John Nelson, said, “Sandra is an extremely committed and conscientious member of the Customer Relations team, approaching her work with enthusiasm and a real drive for customer service.  She’s very knowledgeable about the company and the rail industry as a whole, and she balances that with an excellent appreciation of customer perspective too. This enables her to consistently provide a very high level of service for all of our customers, and she displays this on a daily basis. I would like to extend my congratulations for this achievement and thank her for her efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Sandra achieved her perfect score of 100% when assessed as part of a recent mystery shopping exercise carried out between 2nd and 29th March 2014.

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.”