Teresa Woodward

Said the following about John Henry:

“John was called up to the booking office to assist with a customer complaint one Saturday recently. The customer and his family had travelled into Birmingham on another line and whilst on the train had been charged again for tickets as the Conductor had advised that they had purchased incorrect tickets from the TVM. The SC should have sold them an excess rather than sold them new tickets. The customer was advised to go to New St to get a refund, however when he had queued for half an hour was told that they could not deal with it and was sent to Snow Hill. Once at Snow Hill the booking office advised them that they were unable to refund at that time as they had to fill out a form etc. As you can imagine by the time the customer was very unhappy as his original plan was to take his family (particularly his young son who was quite ill) to explore Birmingham before his young son had to attend a hospital appointment regarding his severe diabetes. John listened to the customer and asked the booking office to issue the refund, however the CSA would not as he stressed that it was required to be signed off by a manager. John gave the customer the money out of his own pocket and asked him for the tickets, explaining that he believed that his treatment had been poor and that this was not the level of customer service we aspire to deliver within our business.

John is the type of individual who always has a smile on his face and is extremely pro-active with a definite 'can do' attitude. He is very much a people person and he will always go out of his way to assist with anything. Anything you ask John to do, he will. He is a credit to the team and to the business and you could not wish for a better Supervisor to be on shift as you know that it is in safe and competent hands. John thoroughly deserves the recognition of being put forward for this award and I wish that there were more colleagues with his zest.“