Published on: Monday, 11 February 2013
Last updated: Wednesday, 5 October 2016
Greater Anglia has recognised employee Luis Molina Lopez who achieved top marks for excellent customer service in a recent ‘mystery shopping’ survey.
Luis is an on board host on Stansted Express trains between London Liverpool Street and Stansted Airport where he provides assistance and information to passengers as well as checking and selling tickets.
He also regularly provides assistance on the platform and at the ticket gates.
Luis, from Harlow, Essex,a scored 100% when secretly assessed by a mystery shopper and was praised for his good rapport with customers and helpful, friendly attitude.
Area Customer Service Manager, Flavio Lopes, said, “Luis always ensures that customers receive the correct information and fantastic service and is very polite and approachable. I am delighted that he has been singled out as delivering excellent customer service and would like to thank him for his efforts.”
Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Luis 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.”