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Professionalism, patience, and people first

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Exceptional customer service is a key pillar of any successful enterprise. Clients return to companies which go above and beyond to deliver an excellent experience. They then go on to spread the good word and generate more business in return.

The Customer Service Award recognises those teams and individuals who’ve gone the extra mile to meet the needs of their clientele.

Local hero

Southern Railway’s Charles Dickson was handed the Customer Service Award in 2022 for his dedication to making passenger journeys that little bit easier.

Charles is a local hero at Gipsy Hill station, where he’s worked for the better part of a decade and got to know countless customers and staff. He always gives passengers a warm welcome and wishes them a safe journey. Passengers always leave with a smile on their faces.

Charles’ work ethic and customer service are exceptional. One colleague who nominated him recounted an interaction he had with an elderly passenger: “One classic example I can remember of Charles’ work was when he helped an elderly lady with directions for her train the next day, as well as directions to a specific road within the local area.

Charles was warm with his welcome and managed to fit in a few jokes. He even wrote the directions down on a piece of paper for her.”

Charles was typically humble about his award. “I don’t know what to say,” he said. “It’s a real joy to be honoured like this. I want to thank everyone who has supported me over the years and everyone at Gipsy Hill station – they’ve all been so helpful towards me. Thank you to everyone who nominated me too.”

Customer service stars

This year, the Customer Service Award is sponsored by Readypower Group. Readypower Group is a specialist rail and infrastructure services provider with a market leading operated asset hire business, complemented by a specialist civil engineering division.

With extensive knowledge and understanding of the UK’s regulated infrastructure and operated asset hire, it provides dynamic solutions underpinned by a renowned tradition of customer service with outstanding reliability.

Readypower Group operates from several major hubs, supported by several satellite facilities throughout England, Scotland and Wales. This gives it the flexibility to fully support their clients’ projects in all parts of the UK.

In August 2023, the firm received the Rail PPS Gold Award in recognition of its fantastic customer service. This award was a direct result of the hard work from all its staff members and a testament to the emphasis the firm places on delivering an excellent customer experience.

Russell Jack, CEO Readypower Group said: “We’re thrilled to sponsor the Customer Service Award because exceptional customer service is the very foundation and cornerstone upon which our business has been built. Good luck to all of the finalists at this year’s RailStaff Awards.”