Delivering Excellent Customer Service

05 Oct 2015

This week, we’re launching a variety of activities to celebrate National Customer Service Week with you, our customers.

Over the past 12 months, we’ve made significant investments to improve our service for you, such as, opening up new information centres at Manchester Airport and Manchester Piccadilly, and training our staff to the ‘London 2012 Olympic Games Maker’ standards.

Head of Customer Services, Stephen Lee, talks about our commitment to customers and how we continually improve customer service.


And that’s not all.

We’re the first train company in the UK to launch Blue Assist, which helps people who may have difficulties communicating to let us know they need our assistance. Over 20 of our staff have now graduated with a ‘Level 3 Customer Service Diploma’ and there are more to follow.

And we’re being recognised for our efforts, too. We recently achieved the ‘Putting the Customer First’ accreditation in recognition of our commitment to you, and this month our Manchester Airport station won ‘Large Station of the Year’ at the National Rail Awards.

Every day, over 1,200 of our staff are working hard to deliver a great service for you, whether that’s driving trains, helping you with your luggage or making sure you have access to information when you need it.

Our achievements over the last 12 months are testament to our commitment and show how serious we are about this and while we want to celebrate these during National Customer Service Week, we know that delivering great customer service is a daily commitment from us to you, and we want to make sure we continue surprising and delighting you – thanks for choosing to travel with us.



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