Karen Grimshaw

Said the following about Customer Experiance Turnround managers:

“The turnaround managers at Manchester concentrate on the customer experience and environment. They also provide support to the frontline staff.

Colin and Andy have been looking at how we can enhance our customers experiance and started off by looking at group bookings for the day and then planning the customers experiance pror to them arriving.

Which ever coach the group booking is in, theycheck the coach is clean and prepared for the groups and that they have every thing they need for their journey.

The turnaround managers also check that everything in the kitchen/ shop/ service levels are ok, if there's a shortfall they try to resolve it before the train departs. They also check the toilets and help assist the Train Manager with any issues. Especially with trains delayed arriving, like today with the Watford safety checks, Manchester bound trains were 15-20 mins arriving. The cleaners then have a very short space of time to clear the train and having extra support from the turnaround managers is a great help to the Train Managers, station team, Voith and DHL to help coordinate it all.

They also assist resources with train crew in disruption so it's quite important they are aware of any set swaps or alterations at Manchester. They will also assist when TMs have had a bad journey with customer issues, once advised they can meet the TM in and provide support where possible.

Our route receive fabulous feedback from customers and groups who have really enoyed that personnel service. Along with Colin and Andy

the stations team also work really closely with them to create the experiance our customers deserve.. Customers are met by the welcome hosts who do the barrier checks with a personal touch. They don't just check the ticket, they also advise the customer where to stand on the platform to board their coach too.

It's been an eye opener to see how much work is going into the customer experience & the benefits it's having to the customer. The customer turnaround Managers are delivering amazing customer service and providing excellent support to frontline.“