Conductors achieve perfect customer service scores

Wednesday, 24 October 2012

Greater Anglia has recognised four Conductors for excellent customer service which saw them score top marks in a recent ‘mystery shopping’ survey.

Norwich based conductors, Jenny Page, Andrew King and Angelo Bonandi and Wickford based, Stephen Lesser, scored 100% when assessed by mystery shoppers on the train and were praised for their good rapport with customers and helpful, friendly attitudes.

Conductor Manager, John Bellchamber, said, “I am delighted that four of my team have been singled out as delivering excellent customer service and would like to thank them for their efforts to create a pleasant on board experience for our customers. They are a great asset to the team.”

Jenny is a conductor on the Norwich – Sheringham services, Andrew works on Norwich – Great Yarmouth services, Angela on mainline services between Norwich and London and Stephen on Southend – London Liverpool Street services.

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and the Conductors achieved their perfect scores of 100% when assessed as part of a recent mystery shopping exercise carried out in October.

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.”