Published on: Thursday, 20 March 2014
Last updated: Wednesday, 5 October 2016
Abellio Greater Anglia is holding a Customer Service Week in March, in conjunction with the Institute of Customer Service (ICS), when it will be asking its customers to nominate the station teams or individuals who they feel deliver the best customer service.
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.
Now the train operator wants to hear from customers to find out which station teams or individuals across the network go the extra mile to make their journeys pleasant and stress-free or who have gone the extra mile to offer assistance or make a difference.
Customer Service Week takes place from 24th March and nominations can be made all week, closing on 30th March.
Customers can nominate individuals or entire teams under five award categories: Station Staff, On Train Staff, Customer Relations and Social Media, Revenue Protection and Making Travel Safer, On Train and Station Cleaning Staff.
There will be 10 awards across the five categories and entries will be judged by the Abellio Greater Anglia Leadership Team who will assess 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.
Nominations can be submitted via email to [email protected] please see posters at stations for further details.
The winning individuals or teams will then receive a coveted ICS Customer Service Award which will be presented during the week commencing 7th April 2014.