Second top customer service score for Contact Centre employee

Friday, 8 February 2013

Greater Anglia has recognised employee, Sandra Woods, for excellent customer service which saw her score top marks in a recent ‘mystery shopping’ survey.

This is the second time that Sandra, who works at Greater Anglia’s Customer Contact Centre at Norwich station, has scored top marks for providing good service.

Sandra was praised for her friendly, helpful and professional manner when dealing with customers’ enquiries on the telephone.

Contact Centre Manager, Lynsey Flack, said, “Sandra is 100% dedicated to customer service from the moment she steps into the office. I am delighted that she has again achieved a 100% score, demonstrating the excellent steps the team has taken as a whole to improve the way we proactively assist and respond to our customers and I would like to thank her for her efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Sandra achieved her perfect score of 100% when assessed as part of a recent mystery shopping exercise carried out between 6th January and 2nd February 2013.

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.”