Wickford employee recognised for customer service

Monday, 17 December 2012

Greater Anglia has recognised employee George Hawkins for his excellent customer service which saw him score top marks in a recent ‘mystery shopping’ survey.

George is a familiar face at Wickford rail station where he provides assistance and information to passengers.

George scored 100% for his friendly, helpful manner and excellent rapport with customers when assessed by a mystery shopper in November.

Area Customer Service Manager, Martin Sills, commented, “George is extremely customer focused, always going the extra mile to help people. 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. George scored 100% when he was assessed by a mystery shopper between 14 October and 10 November 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.”