Dwain White

Said the following about Rina Rossi:

“I would like to nominate Ticket Examiner (TE) Rina Rossi for the Outstanding Customer Service Award.

Rina is one of our longest serving Ticket Examiners in the GWR Central Revenue team and works on our challenging Severn Beach line and the Sunny Somerset line.

First of all, Rina likes to be a part of the railway community where she knows her customers individually.

Rina has built a fantastic relationship with customers from many different nationalities travelling to and from work and the elderly passengers who are out and about. She uses her Outstanding Customer Service, to go over and above in her role for example by ensuring her early trains have free papers on each table, carrying different size dog treats for the dogs she meets in her day and always has a big smile for everyone she meets. Rina goes out of her way to ensure all customers get the best advice on the cheapest way to travel and as a result many customers now travel the Severn Beach line with Severn day season tickets. (On the plus side this has helped reduced fare evasion with the shift works).

This superb customer service has resulted in fantastic tweets and feed back to her Line Managers about Rina from customers and team members from all areas including the Severnside Community Rail Partnership as shown below: -

“Members of the Severnside Community Rail often see Rina hard at work making sure her passengers are comfortable, and her caring disposition makes her a real asset to the local Revenue Protection team and to the local rail community. She takes time to talk to people, getting to know her regular passengers well. They greatly appreciate her ensuring they have the best value ticket for their journey and remembering which stations they between.

We have received verbal feedback from passengers along the Severn Beach line about Rina being consistently cheerful and helpful; she is without doubt a big part of what makes our local lines community so special.”

Heather Cullimore

Partnerships & Social Inclusion Manager

Severnside Community Rail Partnership

Below a tweet from a customer on the Severn Beach line.

"Your conductor I think her name is Rina on the 05:48 to Avonmouth always makes sure we have papers, a smile and treats for dogs Great Customer Service please say Thank You her.”

On the Somerset line Rina has used her customer service to build up some great relationships with customers, she knows all their needs and takes time to talk to everyone on her way through the train, the elderly customers especially enjoy their chats with Rina and the sound advice she gives all customers.

When you travel on the same train you will notice that everyone knows her name.

Rina is always missed by Customers and staff when she is not on duty.

Rina's customers have commented to me that her fantastic customer service means a lot to them especially when they’ve just finished a long night shift or about to start a long day.

Her willingness to help people is second to none and she regularly goes out of her way to offer Outstanding Customer Service to everyone she meets and a smile to all staff which is infectious.

When I’ve spoken to Rina in the past about the feedback she’s had, and she simply says she enjoys looking after our customers.“