Great Western Coffee Shop

I am pleased to welcome Samyutha Bala, GWR's Head of Customer Experience and Jason Ness, GWR's head of Customer Relations to the Coffee Shop for a "meet the manager" session, supported by Caroline Cummins, their Custmomer Engagement Manager.. Member's questions were forwarded earlier this week, and will be posted at intervals by RedSquirrel, followed up by answers from one of the GWR team. Forum members are then very welcome to follow up, and our GWR guests will be around to answer / discuss here for the following hour.

A big welcome and THANK YOU for doing this to Jason, Sam and Caroline

Good evening everyone, I'm the Head of Customer Experience for GWR. I've been with the company for over 5 years now, starting off as a Dispatcher at London Paddington, and holding several roles in Stations and in the Customer Experience team. I'm looking forward to hearing your views and answering your questions today

Hi Grahame & everyone,

I’m the Head of Customer Relations for GWR, so responsible for our Contact Centre and the services held there such as Customer Support, Passenger Assist & Telesales. Also responsible for dealing with any complaints about our service, we do get the odd one or two!

Have been with FGW/GWR for 15 years in a few Customer Service roles, look forward to answering any questions you have.