Lynsay Collins

Said the following about Customer Service Team:

“At Heathrow we have some customers boarding the wrong trains with wrong tickets and customers going to the wrong rail station. This is not delivering excellent customer service so we needed to make changes.

The challenge we have at Heathrow is that lots of our customers do not speak English and have never been to the UK before and hence don't understand the difference between the train operators - e.g. there is choice of the fast express train service, the stopping train service, the inter terminal transfer service and the London Underground which operates from a totally different station at Terminal 3 and 4.

A working group within the Customer Service team was identified and they have collectively delivered the following:

• Designed and implemented better route maps on platforms and in retail areas. The maps clearly annotate the different operators, logos and route map

• Changed the position of a station host at Terminal 3 to be more visible near the lifts to be more available to better help and advise customers.

• New images have been created for the Train Information Displays on the platform and the introduction of zones to better advise customers where to board.

• Some routine announcements which the platform customer Host would normally make are being automated. This will now enable the hosts to be more pro-active with customers and

This effort deserves a team nomination as it has involved numerous people from the Customer Service team who have all worked together to provide a better service to our customers. They have all been involved with the project team to support the solution delivery.help any customers who require assistance.

• New wayfinding has been agreed and some new signage is already in place. This will help lead customers to the correct station first time preventing frustration and confusion.

This effort deserves a team nomination as it has involved numerous people from the Customer Service team who have all worked together to provide a better service to our customers. They have all been involved with the project team to support the solution delivery.“