21.11.19
Greater Anglia brings in extra support for busy periods
Office staff at Greater Anglia are being trained to help customers when stations are busy due to big events or disruption.
Customer Action Teams, or CATS, are the support team that have been formulated. When needed team members make their way to their nearest station to provide extra help and support to customers and station colleagues. As more people join the company and sign up for the voluntary role, Greater Anglia is running a series of additional training courses to ensure the CATs have the relevant skills for the role and provide high levels of customer service.
To tackle the chaos and confusion when platforms become busy, staff from across the business, including Managing Director, Jamie Burles, are on call between 0700 and 1900 Mondays to Fridays to respond to calls for help and will assist customers and support station staff when platforms become jam-packed.
The CATS provide additional support by helping with customer communication, giving out information about Delay Repay, handing out bottled water, helping to organise 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 also easy to spot thanks to their bright-pink Hi-Vis vests carrying the slogan ‘How can I help?’
Greater Anglia, 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.”