First and foremost, we’re here for our customers.
Everything we do is about putting them first. That’s everything from keeping our stations and trains safe, to selling and checking tickets, communicating information, serving refreshments…the list goes on.
One way of delivering a great service is to put yourself in the shoes of your customers. Understand things from their perspective, and you’re well on your way.
Take a look at this video, and you’ll get an idea of how our people are involved at every stage of a customer’s journey.
A typically busy day at London’s Paddington station. It’s the beginning of another First Great Western journey, just like thousands of others happening across southern England, the West Country and Wales.
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For many people, a Customer Service Adviser like Anita is the first staff member they see. Whether customers are buying tickets or asking for information, they can expect exceptional service – getting their journey off to a great start.
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Walk on through to the platform and you’ll find dedicated staff members like Debbie. As a Service Delivery Assistant, she plays a huge and absolutely essential role in keeping passengers and trains moving in the safest possible way.
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Checking tickets is just one part of the Train Manager’s job. Mark’s been trained to oversee everything from passenger safety to customer service. Whatever happens on board, he’s there to manage it.
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As the train pulls into Bristol Temple Meads, it’s worth thinking about the huge variety of people behind the scenes who’ve made it all possible – like our head office teams and our variety of administrators, IT experts, planners and engineers.
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Train Drivers come from a variety of different backgrounds (we’re certainly proud to have Christina on board). But they all have something in common. Complete professionalism and a commitment to safety – backed up by regular training and testing.
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The engine may have stopped, but our Multi-Skilled Technicians certainly don’t. Highly knowledgeable, methodical and eagle-eyed, their job is to make sure our exacting standards are met. Because if they didn’t, the train wouldn’t be going anywhere.
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Gateline Assistants like Jaja are there to help whenever they can. But they’re also important in making sure every customer has a valid ticket or pass, and that stations are safe and secure. It just goes to show our commitment to customer service is there from beginning to end.
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