Rewarding outstanding customer service

[mrg9999]

The large international company I worked for as an employee before I became independent had reward schemes e.g. Big thank you £50 or £100, then £200, Line manager discretion £500, £1000 above Director, above that the board etc.
I could give anyone a £100 reward just with a mouse click. Does anything exist across all Rail companies today?
I always tell their manager but don't know if it's passed on.

 

[reb0118]

My TOC has a scheme where if you are mentioned on social media, or indeed via any other channel, then your entered into a draw. If successful you get a wee voucher.

If you've gone ADCD (Above & Beyond the Call of Duty) then you may get a voucher directly without the need to be entered into the draw.

 

[800001]

LNER have a reward scheme where a monetary value gets placed onto your account, you can exchange that value vouchers/ecards at numerous clothes, food, travel companies etc

 

[Sly Old Fox]

Yes, allegedly, but in my experience, no. I received a thank you on Twitter (I saw the tweet myself) and the Twitter team said it would be passed on but I never heard anything my end.

 

[dk1]

Yes we tend to get £30 or £50 shopping gift cards if going over and beyond or if recommended by your manager.

You have to be careful with the likes of X and other social media channels as it’s not been unheard of for friends/family to be sending the praise and in rare occasions the person themselves with an anonymous account.

 

[GalaxyDog]

With my former TOC, all you got for a customer 'interaction' was a mention in the weekly propgan - staff magazine. Several occasions and I and other colleagues (we compared notes) would get customers promising to tweet or email the company after we hade gone above and beyond / made / saved their day and nothing would be passed on to us. We weren't surprised as we were under the aegis one of the most militantly antiRMT / guards TOCs in the country. It became more demoralising when in the "annual awards" scheme (big gala night, tuxedos and evening dresses at the ready) one element was won, one year by someone under false pretences.

 

[thedbdiboy]

The large international company I worked for as an employee before I became independent had reward schemes e.g. Big thank you £50 or £100, then £200, Line manager discretion £500, £1000 above Director, above that the board etc.
I could give anyone a £100 reward just with a mouse click. Does anything exist across all Rail companies today?
I always tell their manager but don't know if it's passed on.

I'm not sure what's out there now but when I worked for Network SouthEast directors could issue £25 rewards on the spot where they observed someone going 'above and beyond', either for a specific event or where they could see that someone was consistently an asset to the organisation.

 

[bluegoblin7]

TfL have had various schemes over the years; the current one is a £30 voucher which can be redeemed at a large amount of retailers. Any member of staff can nominate any other, with approval at line manager level.

 

[chuff chuff]

We have the GEM (going the extra mile) awards of £30,they were handed out fairly regularly when launched now a pretty rare beast to the point a lot of staff had thought they had been done away with.

 

[Greenheart]

I've received a handful of these. Slightly annoyingly (and unlike a standard bonus) they're not taxed until the following year, the personal tax free allowance reducing by the amount of the gift cards.

 

[SCDR_WMR]

WMT have a recognition scheme. You can get £25 added to the discount site so you can pick where you want to use them. No cash alternative AFAIK. There are also annual awards ceremonies too, but it does seem a lot more about who you know rather than actual feedback received.