Top customer service scores for Revenue Protection Team

Thursday, 23 January 2014

Abellio Greater Anglia has recognised four employees for excellent customer service which saw them score top marks in a recent ‘mystery shopping’ survey.

Alexander O'Shea, Zdisalw Halejico, Amann Latif and Rob Cant are all Revenue Protection Inspectors (RPIs) and work to tackle fare evasion on the train operator’s network. However, they are also able to provide information and assistance if required and the four inspectors were praised for their friendly, approachable manner when secretly assessed by a mystery shopper.

Alexander O'Shea and Amann Latif are based in the Shenfield area, while Zdisalw Halejico works in the Hackney Downs area and Rob Cant works in the Cambridge area.

All four of the RPIs were awarded 100% for their excellent customer service when assessed on separate occasions.

Abellio Greater Anglia’s Head of Revenue Protection, Kim Gorman, said, “I am delighted that so many of my team have been recognised for providing excellent customer service. RPIs have a challenging job but it is so important to remain helpful and approachable and I am delighted that this has been demonstrated by so many of my team. I would like to congratulate them and thank them for their efforts.”

Customer service and quality standards at Abellio Greater Anglia stations are assessed on a regular basis and the RPIs achieved their perfect scores of 100% when assessed as part of a recent mystery shopping exercise carried out between 8th December 2013 and 4th January 2014.

Andrew Goodrum, Abellio Greater Anglia’s Customer Services Director, said:

“Since the Abellio 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.”