Extra help for passengers during disruption thanks to CATs

Thursday, 21 November 2019

Greater Anglia is training up office staff to help customers when stations are busy due to big events or disruption.

The support staff, known as Customer Action Teams – or CATs - make a beeline for their nearest station when needed to provide extra help and support to customers and station colleagues.

As new recruits have joined the company and signed up to join the voluntary scheme, Greater Anglia is running a series of additional training courses to ensure the CATs have the necessary skills for the role and provide high levels of customer service.

During big events or disruption, crowded platforms and the high demand for advice and information can mean it’s much harder to talk to a member of staff, making a difficult situation worse for passengers who can feel there is no-one available to help them or tell them what’s happening.

To tackle this, staff from across the business – including Managing Director, Jamie Burles - are ready and waiting between 0700 and 1900 Mondays to Fridays to respond to calls for help and will assist customers and support station staff when platforms become very busy.

The CATs provide additional support by helping with customer communication; providing information about Delay Repay, handing out bottled water; helping to co-ordinate the bus replacement service; organising taxis and manning information desks, freeing up platform and station staff to answer passenger queries and offer assistance.

They are easy to spot thanks to their bright pink Hi-Vis vests carrying the slogan ‘How can I help?’

Greater Anglia’s Managing Director, Jamie Burles, said, “When stations are busy, having extra people available to help can make all the difference and ensure that passengers are receiving additional help and support at the times when they most need it.

“It’s all part of our commitment to continually improving customers’ experience when they travel with us.”

CATs are made up of back office support staff and managers who volunteer to take part.

They provide support at Greater Anglia’s busiest stations - Cambridge, Chelmsford, Colchester, London Liverpool Street, Norwich, Shenfield, Stratford, Tottenham Hale and Witham.

The initiative has been in place for three years.