Published on: Tuesday, 22 January 2013
Last updated: Wednesday, 5 October 2016
Greater Anglia has recognised two employees at Tottenham Hale rail station who achieved top marks for excellent customer service in a recent ‘mystery shopping’ survey.
Julie Nestor and Vladimiras Reznikas, who staff the ticket gates as part of the Revenue Protection Team at Tottenham Hale, scored 100% when secretly assessed by mystery shoppers and were praised for their good rapport with customers and helpful, friendly attitudes.
Their manager, Andrew Hummerstone, said, “Julie and Vladimiras always go out of their way to help passengers without being asked and conduct themselves in a respectful and professional manner at all times. I am delighted that they have been singled out as delivering excellent customer service and would like to thank them for their efforts.”
Customer service and quality standards at Greater Anglia stations are assessed on a regular basis and Julie and Vladimiras achieved their perfect scores of 100% when assessed as part of a recent mystery shopping exercise carried out between 9th December 2012 and 5th January 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.”