Greater Anglia has recognised three employees at Colchester North rail station for their excellent customer service which saw them score top marks in a recent ‘mystery shopping’ survey. Laura McLaughlin, who provides passenger assistance at the station, Debiraj Limbu, who works on the ticket gates and Glyn Appleby, who is a familiar face at the ticket office scored 100% for their friendly, helpful manner and excellent rapport with customers when they were assessed by mystery shoppers in October.
Area Customer Service Manager, Sham Rashid, said of the perfect scores, “I am delighted that three members of my team have been recognised for the excellent service they provide to passengers every day. Their friendly, helpful attitudes make them a real asset to the team here at Colchester.”
Customer service and quality standards at Greater Anglia stations are assessed on a regular basis. Laura, Debiraj and Glyn scored 100% when they were assessed by mystery shoppers between 16th September and 13th October 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.”