Conductors achieve perfect scores for customer service

Tuesday, 19 February 2013

Greater Anglia has recognised three Conductors who achieved top marks for excellent customer service in a recent ‘mystery shopping’ survey.

Paul Batchelor, George Dell and Luke Putland 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 three 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.”

Paul and Luke are familiar faces on mainline trains between Norwich and London Liverpool Street. George works on trains between Harwich International and Manningtree.

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 between 6th January and 2nd February 2013.

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.”