TransPennine Express Celebrates National Customer Service Week

Wednesday 05th October 2016
TPE colleagues will be taking part in a range of activities as part of National Customer Week.

As part of the campaign, which runs from 3 to 7 October 2016, our team will be taking every opportunity to surprise and delight customers by handing out free hot drinks and samples from our on board menu. Lucky customers will also be treated to free First Class upgrades.

The week will see a series of different initiatives and events, both on board and at stations and colleagues will be out and about asking for feedback on the service we provide.

National Customer Service Week is run by the Institute of Customer Service and aims to raise awareness of customer service and the crucial role it plays in successful business practice and the growth of the UK economy.

Over the past six months, we’ve made a number of improvements in areas such as on-board catering, which is now available seven days a week. New and improved, locally sourced products are now being served, ranging from scrumptious scotch eggs to tasty pork pies and fresh coffee is now served in both First and Standard Class.

More than 600 colleagues have taken part in the ‘WorldHost’ customer service training programme and the company has recently launched a Disability Awareness development course, ensuring colleagues are catering for the needs of all our customers, helping them have a safe and enjoyable journey. We have also introduced 'Back on track' a new tool that empowers our frontline teams to make on the spot decisions to help our customers and given each member of staff access to a smartphone.

New ticketing products have been brought in and jobseekers and 16-25 year olds can already benefit from half price rail fares when they book in advance online.

Delay repay has been introduced, creating a simple way of getting compensation if your train is delayed by 30 minutes or more.

We have carried nine million people since our launch on 1st April 2016 and have seen an overall increase in satisfaction levels to 87% in the latest National Rail Passenger Survey.

Going forward, we will be refurbishing our existing trains and are committed to improving our response to delays and cancellations, with an automatic delay repay system being implemented and Wi-Fi at all TPE stations in 2017.

We will deliver an overall investment of £500million, including three new fleets of intercity trains which will create an extra 13million seats across the North and into Scotland.

TPE’s Customer Experience Director, Kathryn O’Brien said: 

“Excellent customer service sits at the heart of our organisation and we are really pleased to be taking part in this year’s National Customer Service Week.

“Over the last six months, we have brought in some significant changes which will really enhance customer’s journey experiences and while we are excited for the week ahead, delivering great customer service is a daily commitment for us.

“We will be working hard over the next few years to deliver even more improvements for customers.”

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