Greater Anglia's Ilford Station Team Triumphs

Monday, 19 November 2012

Train operator Greater Anglia's Ilford station ticket office team has been named the best on the operator's network for customer service, following feedback received from customers during the recent National Customer Service Week 2012.

Greater Anglia’s Area Customer Service Manager Colin MacConnachie said: “I’m very proud of the Ilford station ticket office team for being named the best for customer service and I’d like to congratulate them on this achievement. It is great that they have received this recognition during National Customer Service Week, a result which reflects the hard work we have been putting into improving the service we offer our customers.”

Delivering excellent customer service has been a priority for Greater Anglia and since the franchise began the train operator has invested in a training programme that has seen all front line staff take part in an additional two day Customer Service course.

Mystery shopping surveys have already revealed that the training is having a positive effect with many staff achieving perfect scores of 100% when they are secretly assessed by mystery shoppers.

The good work by the team at Ilford station reflects the broader efforts Greater Anglia has been making to improve customer service across its network in London and East Anglia.