Conductors praised for good customer service

Thursday, 27 March 2014

Abellio Greater Anglia has recognised three Conductors who achieved top marks for excellent customer service when secretly assessed by mystery shoppers.

Stewart McDermot, Matt Vines and Stephen Capps scored 100% when assessed by mystery shoppers on the train and were praised for their good rapport with customers and helpful, friendly attitudes.

The three conductors all work on trains from Norwich. Stewart is a familiar face on the Norwich – Cambridge service while Matt Vines works on the Norwich – Great Yarmouth route. Stephen is a conductor on the company’s mainline service between Norwich and London.

Conductor Manager, Dennis Harris, said, “I am delighted that three of my team have been recognised for 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.”

Customer service and quality standards at Abellio 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 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. I am delighted that this training is having real benefits in practice and improving customer service in all aspects of our business.”