Cambridge station employee achieves perfect customer service score
Greater Anglia has recognised employee Doyl D’Silva for his excellent customer service which saw him score top marks in a recent ‘mystery shopping’ survey.
Doyl is a familiar face at Cambridge rail station where he staffs the ticket gates and helps passengers if they need assistance and information.
Doyl scored 100% for his friendly, helpful manner and excellent rapport with customers when assessed by a mystery shopper in October.
Area Customer Service Manager, Paul Stannard, commented, “Doyl always goes the extra mile to provide excellent customer service and a warm welcome to passengers. I would like to congratulate him on this perfect score and thank him for his efforts.”
Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. Doyl scored 100% when he was assessed by a mystery shopper between 16th September and 13th October 2012.
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. I am delighted that this training is having real benefits in practice and improving customer service in all aspects of our business.”