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East Midlands trains unveils plans for National customer service week

East Midlands trains unveils plans for National customer service week

East Midlands Trains has unveiled plans for a wide range of customer focused activities across its network to celebrate National Customer Service Week.  Taking place between now and 7 October, National Customer Service Week provides an opportunity to raise awareness of customer service and the vital role it plays in the growth of the UK economy.  East Midlands Trains will be using the opportunity to celebrate its customer service offer and gain feedback from passengers on how it can be improved further.

Neil Micklethwaite, Customer Service and Commercial Director for East Midlands Trains, said: “It’s really important to us that we offer our passengers the best possible customer service.  Whilst 87% of passengers say they are pleased with our service, we can always improve. As well as celebrating National Customer Service Week though a range of exciting initiatives, we’ll also be looking for feedback from passengers on how we can do better.

“In addition to a week-long plan of activity across our network, we’re asking our passengers to nominate a member of staff who has made a difference to their journey.  We already know we have some fantastic staff on our trains and at our stations, but now we’re giving our customers an opportunity to have their say and nominate their favourite Customer Service Star.”

Nominations for East Midlands Trains employees can be made by passengers through the online form at and nomination forms will also be available at all key East Midlands Trains’ stations.  All passengers making a nomination will be entered into a prize draw to win a pair of First Class train tickets. Voting is open until 12 October 2012. 

Activities will be taking place at Sheffield, Leicester, Lincoln, Nottingham, Derby and London St Pancras throughout National Customer Service week.  Additional management staff will be on hand at all key stations throughout the week inviting customer feedback. At Sheffield, Nottingham, Derby, Leicester and London St Pancras, passengers will also be invited to sample a complimentary selection of food from the First Class on-board menu.


At Lincoln, the station team will be hosting prize draws for six lucky passengers to win a weeks’ free car parking at the station.

At Leicester, the launch of Customer Service Week will also see the official opening of the Leicester station refurbishments.  A multi-million pound improvement scheme has now been completed to improve passenger facilities at the station, and the Mayor of Leicester, Sir Peter Soulsby, officially unveiled these improvements at the station on Monday 1 October.