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Bus firm in gear to delight customers

PUBLISHED: 00:28 27 September 2008 | UPDATED: 21:23 05 July 2010

ARMED with sweets, key rings, timetable information and a real desire to help, staff from First Eastern Counties Buses were out in force in Lowestoft, on Tuesday.

ARMED with sweets, key rings, timetable information and a real desire to help, staff from First Eastern Counties Buses were out in force in Lowestoft, on Tuesday.

Directors, senior managers, supervisors and head office staff travelled on the company's buses across the town as they met with their customers. The employees, based at depots from Ipswich to Kings Lynn, listened to passenger suggestions on how to improve the service, while also helping with luggage and delivering timetable information.

Delight the Customer Days have already taken place in Norwich, Ipswich, Great Yarmouth and Kings Lynn, and managing director Peter Iddon has been in attendance at each one.

“I make a point of spending time at all of them. It is about the getting the message home to staff that the sole reason of our business is to serve the customers,” he said.

“We listen to what the customers tell us and if the suggestions are feasible we will use them. The reaction has been very positive and the vast majority are more than pleased to sit and have a chat.”

One key issue in Lowestoft has been the age of some of the buses and Mr Iddon was able to confirm that First Eastern Counties Buses are currently investing in 20 new double-decker buses, with a number of these due to be in the town from the middle of next month.

Mr Iddon and his team hope to return to Lowestoft for another Delight the Customer Day in around five months time to continue to gauge the opinions of their customers.

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