Employees at Broxbourne and Tottenham Hale achieve perfect customer service scores

Monday, 5 November 2012

Greater Anglia has recognised employees James Daley and Xavier Raymond for their excellent customer service which saw them score top marks in recent ‘mystery shopping’ surveys.

James and Xavier are familiar faces at Broxbourne and Tottenham Hale rail stations where they provide passenger assistance and information.

They both scored 100% for their friendly, helpful manner and excellent rapport with customers when assessed by a mystery shopper in October.

Area Customer Service Manager, Alan Neville, commented, “James always does his best to provide excellent customer service to passengers and Xavier is a new member of the team who has impressed us with his efforts to go the extra mile to provide good customer service. I would like to congratulate both James and Xavier on this perfect score and thank them for their efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis.

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.”