Top customer service score for Southend Victoria employee

Monday, 5 November 2012

Greater Anglia has recognised employee Vince Diambrossio for his excellent customer service which saw him score top marks in recent ‘mystery shopping’ surveys.

Vince is a familiar face at Southend Victoria rail station where he works on the platform dispatching trains, mans the ticket gates and provides passenger assistance and information.

Vince scored 100% for his friendly, helpful and professional manner when assessed by a mystery shopper in October.

Area Customer Service Manager, Barry Laver, commented, “Vince is a credit to the railway. He always does his best to provide excellent customer service to passengers. I would like to congratulate him on this perfect score and thank him for his efforts”

Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. Vince scored 100% when assessed by a mystery shopper between 16 September and 13 October 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.”