Published on: Tuesday, 11 December 2012
Last updated: Wednesday, 5 October 2016
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.”