March rail station team receives award after being nominated by customers

Monday, 13 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 team at March rail 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.

 

The team at March received a ‘Best Station Team’ award after being nominated by regular users of the station.

 

One customer commented, “I would like to nominate the staff of March Station for the Customer Service Award and especially Angela and Karen. They provide a tremendous service and are always extremely helpful. Nothing is too much trouble.  March station is clean and its flower displays are worthy of note. It is a pleasure to travel through March Station.”

 

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.