Greater Anglia Employees Achieve Perfect Customer Service Scores in Mystery Shopper Survey

Thursday, 13 September 2012

Greater Anglia has recognised four employees at the Customer Contact Centre for excellent customer service which saw them score top marks in a recent ‘mystery shopping’ survey.

Neil Coles, Amanda Green, Michael London and Victoria Lamb work in the train operator’s Customer Contact Centre in Norwich and were praised for their friendly, helpful and professional manner when dealing with customers’ enquiries on the telephone.

Contact Centre Manager, Lynsey Flack, said, “I would like to congratulate my team on this excellent result. Neil, Amanda, Michael and Victoria set an excellent example and always do their best to help customers’ plan their journeys and deal with any enquiries or comments they may have in a positive way.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and the Contact Centre staff achieved their perfect scores of 100% when assessed as part of a recent mystery shopping exercise carried out in August.

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.”