To support Customer Service Week (7-13 October 2013) people right across the National Express Group, including managers and office-based teams, got out and about to support their local customer facing teams. And, of course, talk to their customers.
This week long focus on customer service resulted in hundreds of different visits being made to help support the work of those who have a direct impact on our customer service delivery.
Each of our Group businesses reported on these activities by issuing local daily email updates and photographs of visits which were sent out each day to their teams. These updates were very well received and they helped to show just how many of our people and job roles have such a direct influence on our customer service delivery.
In Spain ALSA's CEO Javier Carbajo met and chatted with customers after assisting the boarding process for their Premium coach service from Madrid to Bilbao, whilst in UK Bus Commercial Director David Bradford went out and supported his city centre bus cleaning team. Over in America Company Secretary Michael Hampson took the opportunity to meet and talk to school bus drivers at a number of locations whilst back in the UK, Amy White handed out sweets to her UK Coach customers in return for them placing comments on to her post-it board.
Belen Martinez, Group People and Customer Director, spent the whole week travelling around our Group business. "I have experienced first hand the magnificent job that is done day-in, day-out across our companies by our people for our customers," said Belen. "They each have a strong commitment and an attention to detail which helps to ensure our customers do have a good experience when travelling on our services. I want to thank them all for doing their best. Our customers really do appreciate it."