Top customer service score for Harlow Town employee

Tuesday, 11 December 2012

Greater Anglia has recognised employee Frank O’Sullivan for his excellent customer service which saw him score top marks in a recent ‘mystery shopping’ survey.

Frank is a familiar face at Harlow Town rail station where he works as a Platform Host, providing information and assistance to passengers and dispatching trains.

Frank scored 100% for his friendly, helpful manner and excellent rapport with customers when assessed by a mystery shopper in November.

Area Customer Service Manager, Kevin Walton, commented, “Frank has proved a great addition to the station team. His perfect score testifies that he has settled in extremely well and has soon built up a great rapport with his new colleagues and customers. I would like to congratulate him aand thank him for his efforts.”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. Frank scored 100% when he was assessed by a mystery shopper 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. I am delighted that this training is having real benefits in practice and improving customer service in all aspects of our business.”