Amanda praised for top customer service

Wednesday, 19 March 2014

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

Amanda Green, from Norwich, works in the train operator’s Customer Contact Centre in Norwich as a Customer Relations Advisor and was praised for her friendly, helpful and professional manner when dealing with customers’ enquiries on the telephone.

Amanda has clocked up 23 years’ service with the railway since joining at the age of 19 and working first as an On Train Catering Assistant and then in Retail Communications as a Train Announcer before joining the Customer Relations team.

Since the start of the Abellio Greater Anglia franchise in February 2012, Amanda has scored 100% in the mystery shopping surveys on six separate occasions!

Customer Relations Supervisor, Lindsay Peachey, said, “I would like to congratulate Amanda on another excellent result that demonstrates her consistently excellent customer service.

“Amanda’s long service on the railway means that she brings all that experience and knowledge to her role.  As a local lady who regularly travels on the Abellio Greater Anglia network, as well as other rail routes across the country, she is extremely well versed in the customer experience, which gives her a great empathy and understanding when dealing with calls. She is an excellent ambassador for Abellio Greater Anglia and I would like to thank her for her efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Amanda achieved her sixth perfect score of 100% when assessed as part of a recent mystery shopping exercise carried out between 2nd February and 1st March 2014.

Andrew Goodrum, Abellio Greater Anglia’s Customer Services Director, said, “Since the Abellio 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.”