Conductors recognised for delivering good customer service

Thursday, 14 November 2013

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

Richard Gambling, Steve Kett, Jeff Dance, Robert Williams, Christine Cliff 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.

Steve Kett and Christine Cliff are familiar faces on the Norwich – Cambridge train service. Richard Gambling works on trains between Norwich and Great Yarmouth and Robert works on trains between Cambridge and Ipswich. Jeff Dance works on the Southend – London Liverpool Street line.

This is the second time that Luke Putland, who works on the Norwich – London Liverpool Street mainline, has scored the top mark.

Conductor Manager, John Bellchamber, said, “I am delighted that so many 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.”

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 13th October and 9th November 2013.

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.”