Pulling out all the stops earns Angela an excellence award
PUBLISHED: 11:30 18 May 2006 | UPDATED: 13:27 04 May 2010
BOOKING office clerk Angela Oxley has been picked out for an award for excellence, for the way she looked after an elderly couple and reunited them with their missing luggage during a journey from Ely to Liverpool. The incident occurred on April 26 at Ely
BOOKING office clerk Angela Oxley has been picked out for an award for excellence, for the way she looked after an elderly couple and reunited them with their missing luggage during a journey from Ely to Liverpool.
The incident occurred on April 26 at Ely Railway Station when the couple's luggage was sent to London, instead of Liverpool, by mistake. On being informed of the error, Angela, from Ely, pulled out all the stops to locate the luggage - including giving up her free time when her shift had ended to help out.
When the cases had been returned to Ely, Angela forwarded them to Liverpool Lime Street and arranged for a taxi to collect them and take them to the couple's home. However, Liverpool Lime Street refused to release the luggage unless a fee was paid, and when Angela could not contact anyone to do this she used her personal credit card to pay the release fee to ensure the couple received their luggage without any further delay.
Richard Garvey, the son of the elderly couple has been so impressed with the customer service they received from Angela he sent her a bouquet of flowers to say thank you.
As a result, Angela's manager, Anita Miles, nominated her for a Service Excellence Award.
She commented, "I am delighted to present Angela with her award for excellence. She deserves much praise for the way she approaches her job with dedication and enthusiasm and for pulling out all the stops at her own personal expense to correct the mistake and provide excellent customer service. She sets an excellent example and I am very pleased that she has been picked out for special recognition and praise.