Top customer service scores for Stansted On Board Hosts

Thursday, 14 November 2013

Abellio Greater Anglia has recognised three On Board Hosts who achieved top marks for excellent customer service when secretly assessed by mystery shoppers.

Darshit Parikh, Michael King and Dennis Brown scored 100% when assessed by mystery shoppers on the train and were praised for their good rapport with customers and helpful, friendly attitudes.

Darshit, Michael and Dennis work as On Board Hosts on the Stansted Express train service which runs between Stansted Airport and London Liverpool Street, checking and selling tickets and providing assistance and information to passengers.

Abellio Greater Anglia’s Area Customer Service Manager, Flavio Lopes, said, “I am delighted that three of my team have been singled out as delivering excellent customer service and would like to thank them for their efforts to create a pleasant on board experience for our customers. They are a great asset to the team.”

Customer service and quality standards at Abellio Greater Anglia stations are assessed on a regular basis and the On Board Hosts achieved their perfect scores of 100% when assessed as part of a recent mystery shopping exercise carried out between 13th October and 9th November 2013.

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. I am delighted that this training is having real benefits in practice and improving customer service in all aspects of our business.”