Published on: Wednesday, 10 December 2014
Last updated: Wednesday, 5 October 2016
Rail passengers in East Anglia have nominated the station teams and individuals who they feel deliver the best customer service, with Wivenhoe rail station scooping the ‘Overall Station Team’ award.
David Burch, director of policy at the Essex Chamber of Commerce, and Petrina Murphy, Abellio Greater Anglia’s Interim Area Customer Service Manager, presented the award last month at Wivenhoe station, which was accepted by team member, Brita Hyde, on behalf of the rest of the Ticket Office team (Aaron McAuley and Tom McNaughton).
During National Customer Service Week from 6th – 10th October, 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.
One customer using Wivenhoe station commented, “Always friendly, helpful and personable. The station is also always clean and welcoming.”
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.
Other winners included Abellio Greater Anglia’s Customer Relations Team, Abellio Greater Anglia’s Social Media Team and team leader, Garry Kemp, Paul Harvey, conductor, Florence Okemiri, Shenfield ticket gates, Stephen Hewitt, Lowestoft ticket office, Wayne Claydon, Braintree ticket office, Alex Steadman, London Liverpool Street ticket office and Bernard Ekue, London Liverpool Street ticket gates.
Jamie Burles, Abellio Greater Anglia’s Managing Director, said, “I would like to offer my congratulations and gratitude to all those individuals who helped achieving these awards. Receiving these awards has only been achievable because of engaged employees who do their upmost to exceed our customers’ expectations every day.”
David Burch, Director of Policy, Essex Chambers of Commerce said, "Customer service is increasingly key to achieving satisfaction with any business whether it is a small shop or a large organisation like Greater Anglia. It is really good to see that the staff at Wivenhoe Station have recognised that and been rewarded for their hard work by winning this award. My congratulations go to all involved in delivering that high service and gaining this award."
Jo Causon, chief executive of the Institute of Customer Service commented: “National Customer Service Week presents a great opportunity for organisations to demonstrate both their commitment to improving their customers’ experiences and their dedication to developing the skills of their customer service teams.
“The awards programme which Abellio Greater Anglia planned to celebrate National Customer Service Week will help to highlight exceptional performance of individuals and teams, as well as help to focus internal teams and external customers on the important role that their front line staff holds”.
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.