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“Nicola is a Senior Conductor based at Cambridge and is a real asset to the depot, company and industry.
She is always among the top ticket sellers, looks after people, makes fantastic announcements and is thoroughly smart and professional at all times! She is always willing to help others.
She has time for anyone and everyone and shows real empathy and understanding to customers having a hard time. That could be something as simple as providing connection details to passengers having trouble in their personal lives.
A recent example of this was when Nicola met with a very upset passenger, travelling to try and see their mother who was dying. She had the wrong ticket but Nicola used all her skills to calm her, sort out the ticketing issue and show amazing compassion and empathy.
The same customer, by chance, happened to travel on Nicola's train on her way home a few days later, recognised Nicola's voice and went to thank her - writing into CrossCountry as well, with the closing lines:
"You cannot pay people for that kindness, please give Nicola some form of recognition for being such a lovely person. She is awesome and is a credit to your company."
This is not unusual for Nicola, as her manager I often receive praise passed to me about her, from Customer Relations and in person from senior managers and colleagues as well.
Nicola goes above and beyond every shift - she is a ray of sunshine in the depot as well and we are lucky to have her!
Within the team, she has also volunteered to be a Mental Health First Aider, something which again shows her compassion and will to help others - be that customers or colleagues.
I truly believe Nicola is worthy of further recognition and an award, she is outstanding at customer service!“
“I work for XC at Stansted Airport and frequently see conductor Nicola Harlow going way above and beyond to help overseas passengers find their way to their final destination in the UK using our service.
It is easy to see that nothing is too much trouble for her and I feel Nicola more than deserves a nomination for this award.
I wish her all the best of luck“
“I have nominated Nicola as she is a very dedicated lady to her profession. Nothing rattles her and she has a calm and caring attitude towards people, not just on the railway. She is also a very good listener to people and will help someone out if it's to do with mental health issues or point them in the right direction to seek further advice with other issues.
A credit to her company.“
“Nicola is a wonderful colleague and friend who is always cheerful and helpful to everyone.
She does amazing work as the mental health representative at Cambridge and is someone I would always go to if I needed any help or advice.“
“I have nominated Nicola because she is a lovely, thoughtful, kind and caring person who is popular with everyone at Cambridge.
Her positive outlook and bubbly personality always help to lighten the mood when she’s there.
She is hard-working, professional and conscientious in her role as a Senior Conductor.
She always goes the extra mile to help anyone- be it passengers, colleagues, or her friends and family.
I’ve seen her handle some difficult situations and she’s remained calm and collected throughout.
In her role as Mental Health First Aider, she is very compassionate and discreet, as well as sympathetic.
She always has time for anyone who needs someone to talk to.
Nicola is a joy to work with and I believe she deserves recognition for this because every workplace needs a colleague like her – she is an inspiration to us all!“
“Nicola is very thorough with her work and always does anything on board with a smile on her face. She is a valuable part of the team and a role model for many! Every workplace needs a colleague like her – she is an inspiration to us all!“
“Thank you so much for Saturday. It was a fantastic evening and we really appreciate you choosing Railway Children as the RailStaff Awards charity.”
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