Perfect customer services scores for Contact Centre employees

Monday, 19 November 2012

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

Mark Reed-Hill and Sandra Woods work in the train operator’s Customer Contact Centre in Norwich as Customer Relations Advisors 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 Mark and Sandra on this excellent result.

“Both Sandra and Mark are extremely dedicated to customer service. Sandra has wide ranging experience, knowledge and understanding of the rail industry and will challenge the established way of doing things if it impacts on customer service. Last Christmas, Sandra really went the extra mile ensuring that customers were reunited with their lost property.

“Mark engages very well with customers, always looks at each new enquiry with fresh eyes and always puts together a very personal response. He is also very good at delivering training to the rest of the team when required.”

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 between 14 October and 10 November 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.”