Top customer service score for Contact Centre employee

Tuesday, 14 January 2014

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

Chloe Osbourne, from Ipswich, works in the train operator’s Customer Contact Centre in Norwich as a Customer Relations Advisor and was praised for her friendly, helpful and professional manner when dealing with customers’ enquiries on the telephone.

Contact Centre Manager, Lynsey Flack, said, “I would like to congratulate Chloe on this excellent result.

“Chloe is a bubbly, outgoing member of the team who engages well with colleagues and customers alike. Chloe travels on our trains every day, so has an empathy and understanding of the customer experience that is crucial for the work she does within the Contact Centre. She is an excellent ambassador for Abellio Greater Anglia 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 Chloe achieved her perfect score of 100% when assessed as part of a recent mystery shopping exercise carried out between 8th December 2013 and 4th January 2014.

Andrew Goodrum, Abellio Greater Anglia’s Customer Services Director, said:

“Since the Abellio 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.”