Recruitment
“I have nominated Lorna for the award this year as she constantly goes the extra mile, making exceptional service a matter of course rather than the exception. She does so in a humble, unassuming way without any aspiration for personal glory, she just genuinely cares about her customers. A particular example is a glowing report we received recently from our Customer Relations Department (which was also sent to Sir Richard Branson no less!) whereby she had typically gone the extra mile for a customer with complex travel arrangements which included cycle reservations that was initially not possible to book as parts of the journey had been removed from the system. Lorna took ownership of the issue and got the gentleman's contact details before making it her mission to chase things up with the various TOCs concerned, get everything arranged and then call the gentleman with the good news. In the customers own words 'Never mind going the extra mile, she has gone the extra 90!!'. As previously mentioned, this sort of action has become the norm with Lorna ans she fully deserves any plaudits that come her way.“
“Lorna is an absolute star for Virgin Trains East Coast. She works at the Travel Centre at Newcastle. Her infectious personality and amazing customer service skills are evident every single day. She is always on hand to assist her colleagues and volunteers as a mentor to our new staff without hesitation.
Just recently, one of Lorna's customers was so impressed with Lorna's outstanding service that he felt he needed to let us know. Extracts from the email can be read below. (this customer had the pleasure of dealing with Lorna on at least two occasions, and both are mentioned in his email). I have to say that I absolutely agree with this customer and feel that Lorna must be recognised:
Email extracts from a customer.
'For many years I have been a regular traveler on both East Coast and West Coast services (and others) traveling from Blackpool to the North East several times weekly. The service I have received has (on the whole) been as I would expect from a series of rail companies, I've probably been delayed no more than any other person traveling for work and had as few complaints about journeys and staff as the next person. Most of the staff on trains and in stations do a difficult job (keeping the public happy and getting them where they want to go) with cheerfulness and professionalism and I have no complaints.
I do now have comments to make about one particular member of staff in your Newcastle Central Station ticket office who has exemplified what can only be described as the VERY BEST customer service'
'She showed a genuine interest in what was going to be a difficult enough bike ride that her sorting of our travel arrangements started our holiday off in a tremendous fashion....it seems trite to say but she made me feel that my journey requirements were important to her and that alone gives a favourable impression of the company she works for.
Unlike the lack of confidence that the prospect that a 90 mile bike ride over Cumbrian and Pennine hills had filled me with... Everything she did left me feeling confident that the start of our holiday was sorted and would go smoothly...the weather is a separate story and no ones fault!
For that alone I intended to contact you to sing her praises.
However, this member of staff has outdone herself in customer service and professionalism and proven herself an ambassador for your organisation by the way in which she has dealt with my next challenge in such a way that I could not delay in contacting you'
'
What has delighted me is that by, once again, making me feel that my travel needs are important to her she has provided customer service that far outstrips anything I may have expected.
I described her as an ambassador for your company because if everyone was like her then there would never be any complaints. I do not believe that a member of your staff is expected to go this far to service the travel needs of a customer and especially (in this instance) given that our journeys will probably not take us on your own services. If every train company acted this way the future of the rail network would be more secure as no one would want to drive.
I have nothing but the highest praise for this member of staff and the way in which she has represented your company and have included her in this email so that she knows it herself. I am able to do so because she has provided me her contact details so that once I have confirmed with my travel companions that her suggestions are acceptable I can finalise them.. Never mind going the extra mile she has gone the extra 90!!!
'Including Sir Richard Branson in the email is a long shot (I googled his email address so it may not even be correct). It is however fair because if I had been as "un-happy" with the service received as I am happy I would have written to him to complain and it's only right he gets to see the comments here.
If he does read this....you've got a cracking employee in Lorna when you got the East Coast franchise!
As Lorna's Shift Leader I was overwhelmed at this customers email but not surprised as we get many letters of praise for Lorna so this is in fact just 1 of many.
I really do hope that Lorna can be recognised nationally for the contribution she makes to the Railway industry as she thoroughly deserves it.“
“Lorna has been working at Newcastle Travel Centre for nearly 15 years now & she is an absolute credit to the Company. She not only delivers the BEST Customer Service - her praise record is testimony to this - she excels at treating our passengers with the greatest care & attention but also going the extra mile to help solve problems that may arise ensuring that the information she passes on is accurate & therefore making the customer totally at ease. Lorna has become a firm favourite with passengers & they will wait specifically to be served by her as they know they will receive 100% service from her & will go out of their way to pop in to see her & more importantly, pass on their gratitude & praise her to her Shift Leader/Manager.
This is just a snippet of one of her many praise letters....
" I do now have comments to make about one particular member of staff in your Newcastle Central Station ticket office who has exemplified what can only be described as the VERY BEST customer service...I decided to see a "real person" and as I was in Newcastle this real person turned out to be Lorna...Despite the fact the booking office was busy (rammed in fact) Lorna sorted our tickets and reservations; quickly, professionally and cheerfully! She arranged the cheapest combination of tickets, made the seat reservations (on several different trains) even getting the three of us seated together on the return portion where travel together was possible and she got the bikes booked on!
She showed a genuine interest in what was going to be a difficult enough bike ride that her sorting of our travel arrangements started our holiday off in a tremendous fashion....it seems trite to say but she made me feel that my journey requirements were important to her and that alone gives a favourable impression of the company she works for...For that alone I intended to contact you to sing her praises.
However, this member of staff has outdone herself in customer service and professionalism and proven herself an ambassador for your organisation by the way in which she has dealt with my next challenge in such a way that I could not delay in contacting you...
What has delighted me is that by, once again, making me feel that my travel needs are important to her she has provided customer service that far outstrips anything I may have expected.
I described her as an ambassador for your company because if everyone was like her then there would never be any complaints. I do not believe that a member of your staff is expected to go this far to service the travel needs of a customer and especially (in this instance) given that our journeys will probably not take us on your own services. If every train company acted this way the future of the rail network would be more secure as no one would want to drive.
I have nothing but the highest praise for this member of staff and the way in which she has represented your company and have included her in this email so that she knows it herself. I am able to do so because she has provided me her contact details so that once I have confirmed with my travel companions that her suggestions are acceptable I can finalise them.. Never mind going the extra mile she has gone the extra 90!!!
Including Sir Richard Branson in the email is a long shot (I googled his email address so it may not even be correct). It is however fair because if I had been as "un-happy" with the service received as I am happy I would have written to him to complain and it's only right he gets to see the comments here."
This is just one of MANY commendations Lorna receives on what is practically a daily basis - showing that her enthusiasm, customer service & dedication is constant & consistent with all her customers!
She has an infectious personality & people immediately feel happy & comfortable around her. This is a great asset as some passengers are nervous about buying the right ticket or traveling by train in general, Lorna settles their anxieties with her "happy-go-lucky" approach. She has a way of remembering people & little things they may have told her in passing, then when she sees them again, she will enquire "did you enjoy the theatre?" "how are your grandsons?" etc & this makes the customer feel special & brings a smile to their faces. It's these little touches that go a long way & Lorna's popularity proves this.
As in-house Trainer, Lorna strives to give the new member of staff the best start in their new career as possible & leads by example. Her travel centre knowledge is "spot on" - she can always be relied on by customers (& her fellow colleagues!) to have the right answer to a query & if not at hand, she will endeavour to find it out.
Lorna won a "Peoples Champion" award way back in 2002, after her first year on the Railway, so it seems only fitting, that now nearly 14 years later, she is nominated again for her Customer Service as she has only gone from strength to strength in her role & excelled. She is a fantastic role model to all working around her & an absolute pleasure to work with. If anyone deserves to recognised for her contribution to the Travel Centre & her commitment & dedication to customers & the high level of service they receive, that girl is Lorna! :-)“
“Outstanding customer service going beyond the boundaries of her job role & her attitude towards her colleagues and piers.“
“Every working day Lorna goes the extra mile for her customers wether it be giving them free stamps from her purse to running around the station looking for a customer who had left her shopping bags in the Travel a Centre.
Then her amazing attitude to fellow colleagues,giving guidance when necessary whilst serving herself and guiding another fellow colleague at the same time with a calm and patient manner.“
“I have only worked for Virgin Trains East Coast for a few weeks however in that short time Lorna has impressed me so much that I feel compelled to nominate her for this award.
Lorna obviously loves her job and is very passionate that every passenger is offered the very best of customer care and always goes that extra mile to see it is achieved.
In addition, Lorna is an excellent trainer, she has so much patience and encouragement, often spending her own time writing notes and handouts to help in our understanding of travel centre procedures
Lorna is such a genuine person, she has a happy, positive attitude and is well respected in the Newcastle Travel Centre.
I would love to see Lorna get the recognition she deserves.“
“I just wanted to write and say a huge thank you from all at telent for an absolutely fabulous evening. The whole event was so beautifully staged, the entertainment was amazing and it ran perfectly. I know what a huge amount of work goes into organising an event on this scale and am delighted for you and the team for how well it all went on the night. Please can you pass on our thanks and congratulations to your whole team.”
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