Exceptional service is expected of all of the railway’s customer-facing employees and the RailStaff Awards celebrate the teams and individuals who have truly excelled in meeting passenger’s needs with the Customer Service Award.
Southeastern’s Margaret (Maggie) Capps is the epitome of everything our judges look for in a winner, and after receiving an amazing 31 nominations she was awarded the top prize in 2019.
Maggie was nominated for her devoted service to Etchingham station in Sussex, where she brightens the village station with vibrant floral displays and is a part of the fabric of the community. Her expert knowledge ensures everyone is safe in times of disruption, and her calm, professional, ‘can do’ attitude means the single-manned station runs like clockwork. She puts her success down to really caring about the people she serves.
“Customer service is all about knowing the customer, she says. I have a personal relationship with each of mine. I know if somebody if upset or something is wrong. My customers share their lives with me, letting me know if they have a hospital visit, or if a family member has passed away. I’ve seen their children grow up and go on to do great things. It’s about being a part of their lives and part of the community.”
Indeed, one customer who nominated her for the 2019 Award, said they can get to London quicker via other stations, but they choose Etchingham because of Maggie.
Local hub
Maggie is an advocate for the importance of single-manned stations and, having worked at Etchingham for many years, she worries that their role is often overlooked.
“Our small stations are amazing,” she says. “But people don’t know enough about them. Not only do I run the station, sell tickets, and point people in the right direction, but the station also plays a key role in the local area.”
“When I won the award it was a huge deal for me. I didn’t think I had a chance because we’re a small station. I was so proud that my customers had taken the time to nominate me and that a station like Etchingham was getting the recognition it deserved.”
Maggie has stayed at Etchingham since winning the award, and even though she could now retire she prefers to continue working on a part time basis.
“I think you need something to keep your brain whirring,” she says. “Also, I didn’t want to lose touch with my customers, and they all encouraged me stay on.”
She continues to make sure the station is a hub of the community and it recently won second prize in the Southeastern in Bloom competition, a result of Maggie’s and the Etchingham community’s, hard work and green fingers.
Maggie is an inspiration, working beyond all requirements and making the customer experience a truly personal one.
She is the embodiment of everything the RailStaff Awards stand for.