Customer service hat trick for Stephen

Tuesday, 7 January 2014

Abellio Greater Anglia has recognised employee, Stephen Hewitt, who has achieved top marks for excellent customer service for the third time when secretly assessed by mystery shoppers.

Stephen has worked in the Ticket Office at Lowestoft rail station for the past 13 years, where he is a valued member of the team and is known for his polite, friendly manner.

This is the third time that Stephen has achieved top marks in a mystery shopping survey.

In the last four mystery shopping surveys undertaken at the station, Stephen scored 100% on three occasions and 97% on another.

Team Leader, Roger Margetson, said, “I am delighted that Stephen has been recognised for this notable hat trick. He always goes out of his way to help his customers and is dedicated to providing excellent customer service.”

Customer service and quality standards at Abellio Greater Anglia stations are assessed on a regular basis and Stephen achieved his latest score of 100% during a recent mystery shopping exercise carried out between 10th November and 7th December 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.”