Southeastern’s Customer Ambassadors are committed to improving passenger experiences
- Southeastern has recruited a specialist team of Customer Ambassadors to deliver better customer service.
- The successful pilot scheme won the Customer Service Excellence Award at the National Rail Awards.
- Customer Ambassadors are being rolled out permanently at London terminals.
“My job is all about helping passengers have a good journey. That might be anything from helping with topping up Oyster Cards, to letting them know their platform. I like to help out colleagues too. It gets busy on the gateline so if I can answer some passenger questions it lets my gateline colleagues focus on safety.”
Bobby Leszek Jansen, Customer Service Ambassador, Southeastern
Southeastern wanted to deliver better customer service for its passengers and improve their experience with station staff. It recruited a specialist team of Customer Ambassadors a dedicated team of customer service champions, whose job it is to help passengers when and where they are needed most.
Customer Ambassadors are recruited based on their previous high-quality customer service experience, and because they are positive, sociable and enjoy meaningful interactions with people.
The highly visible team is tasked with proactively approaching customers and asking if they can provide help or assistance. After a successful pilot scheme, which won the Customer Service Excellence Award at the National Rail Awards, Customer Ambassadors are being rolled out permanently at London terminals. Southeastern is also developing a series of customer service masterclasses for other station colleagues to provide them with similar capabilities to offer customers.