Good Customer Service is Alive and Well in the UK

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Thank- You Nic Crowe and Jasmine Young of Greater Anglia . By Steven Smith

In this day and age, people are quick to complain about British transport in general. At the forefront of these complaints is often the rail network, and in many cases, the criticism is justified.

One of my New Year’s resolutions this year was to try and focus on positives rather than negatives. It’s my delight, therefore, to share a story that highlights just why we are lucky to still have people with incredible work ethics and a genuine commitment to customer service in the UK.

This story involves the team at Greater Anglia, the train line that covers the Norwich to London Liverpool Street route.

To protect privacy, I won’t use the real name of the passenger involved. However, everyone else in this story is real.

Every year, a dear friend of mine, who retired to sunny rural France, makes a trip back to the UK. Despite living abroad, he still enjoys the occasional visit to his old stomping grounds. However, his health has been deteriorating in recent years, and we were uncertain whether he’d be able to make the journey this time.

Imagine my joy when I learned he had landed on British soil! Though his voice sounded a little strained when we spoke while he was in Norwich, he assured me he’d be in good spirits by the time he arrived in London. We planned to meet up, enjoy some banter, and share a meal at our favorite spot—Balan’s in Soho.

I was all set, suited, and ready to pick him up on Friday, January 17, when I noticed a missed call. Returning it, I was distressed to find it was from the senior train conductor, Nic Crowe. My friend had fallen ill and was taken off the train at Ipswich. Nic sounded genuinely concerned and asked me to call him back.

Here’s what happened: an observant train host, Jasmine Young, had noticed my friend struggling as he boarded the train in Norwich. She approached to help with his bag and quickly realised he was unwell. Jasmine called first responders, and an ambulance was waiting at Ipswich to take him to the local hospital.

That could have been the end of the story. The train team could have handed the matter over to the medics and left it at that. However, Nic realised my friend was traveling alone and unfamiliar with Ipswich. When I called back, Nic suggested I meet the train he was on and then join the team on their way back to Ipswich so they could help me navigate the situation.

I cannot thank Nic and Jasmine enough. They truly went above and beyond. They put me on the next train, explained everything that had happened, with my friend and made sure I was well looked after. At Ipswich, another team member greeted me and introduced me to the efficient customer service staff.

After eight long hours, my friend, though still frail, was cleared to travel. With me accompanying him, the customer service team ensured everything went smoothly.

Having traveled extensively, I can confidently say you’d be hard-pressed to find better people than Nic and Jasmine when it comes to customer safety and service. Greater Anglia, you are incredibly fortunate to have them, and any passenger traveling on your trains can rest assured they’re in safe hands.

A huge thank you from 2Shades Magazine!

P.S. My friend is recovering well.