Published on: Tuesday, 19 February 2013
Last updated: Wednesday, 5 October 2016
Greater Anglia has recognised employee Chris Lay who achieved top marks for excellent customer service in a recent ‘mystery shopping’ survey.
Chris, who works on the platform at Ipswich station providing assistance to passengers, scored 100% when assessed by a mystery shopper and was praised for his good rapport with customers and helpful, friendly attitude.
Area Customer Service Manager, James Steward, said, “I am delighted that Chris has been singled out as delivering excellent customer service. He is definitely one of our rising stars, always coming up with good ideas and working hard to improve the customer experience. I would like to thank him for his efforts and congratulate him on his perfect score.”
Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Chris achieved his 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. I am delighted that this training is having real benefits in practice and improving customer service in all aspects of our business.”