Elsenham employee celebrates achievement of second perfect score for customer service

Monday, 29 October 2012

Greater Anglia has recognised employee Alex Lucas for his excellent customer service which saw him score top marks in a recent ‘mystery shopping’ survey.

This is the second time that Alex has received this accolade for the excellent service that he provides from the ticket office at Elsenham rail station.

Alex has twice scored 100% for his friendly, helpful manner and excellent rapport with customers when assessed by mystery shoppers visiting the station.

Area Customer Service Manager, Paul Stannard, commented, “Alex is a great asset to the team and always does his best to provide excellent customer service with a smile to passengers. I would like to congratulate him achieving this perfect score for the second time and thank him for his efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. Alex’s most recent 100% score was achieved when he was assessed by mystery shoppers between 16th September and 13th October 2012.

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.”