News: Customer Service/Care
Ipswich firm helps rail franchises with customer service training
21 November 2007
An Ipswich firm, Customer Innovation, is to help two national rail franchises with customer service training.
The company will mobilise the service quality systems for the London Overground and Cross Country franchises, EADT.com reports.
Customer Innovation's Tim Clarke said: "We have all been pretty busy. From a start-up we are doing very well for the first year. It's a good year's activities."
The company's Andrew McPherson said that London Overground had begun to look like a different rail company.
"They have got a very draconian performance regime in place. It's been pretty challenging, but they have done a good job."
He added: "I think we have done well. As always, we would have liked to have done better. It's no good being in the business of continuous improvement if you don't subscribe to continuous improvement yourselves."
