FRANCES FORDE – ‘CUSTOMER AWARD’ WINNER

As Toni-Anne Davis, communications coordinator, arrived at Stoke Newington to see Frances Forde, ticket office clerk. Frances was helping a customer who was unsteady on his feet. The customer revealed he had dementia and just wanted to go home. Frances promptly called the British Transport Police (BTP) to assist; thankfully, they found his home and called a social worker.

This type of gesture saw Frances receive the Customer Award at the annual Shining Star Awards when she identified a customer in poor health stumbling off a train. She reassured the ill passenger and his wife as they waited for an ambulance.

What is your favorite part of your role? Helping and assisting customers with various needs and enquiries.

What has been one of your most memorable moments working for ARL? Receiving my Shining Star award, I have been dealing with a lot personally. So, to return to work and find out I had won an award, especially when I wasn't feeling my best, was fantastic. It made me feel proud and recognised for doing something well. I am just really happy to continue doing what I love: helping people properly. It boosted my confidence to know that I was doing my job well and it was being seen.

As working at a station has evolved throughout the years, what are key skills you need to be successful today? Being able to listen, problem solve, and make sure you are approachable by having open body language so customers feel like they can come to you for help. You must genuinely care about customers and their wellbeing so everyone is safe.

After winning your 'customer award' at the shining stars awards, what advice would you give to colleagues working in customer service? Remain vigilant, polite, and, most importantly, customer focused.

Could you tell us about one of the incidents you were nominated and ultimately awarded for? A young autistic boy called David had somehow escaped his school. He was able to board a train to Enfield, and a passenger brought to our attention that the young boy seemed lost. Taking him off the train at Rectory Road and brought him to me. 

He said: "Hi, I saw this young boy travelling alone and it didn't seem right. He may've been separated from his school trip."

I took David in with me and handled it from there – I looked at his uniform and called his school. I spoke to the receptionist to notify them that David was at Rectory Road station with me. She sent two teachers in a car to collect him.

"Having a background in safeguarding, I knew it was best to contact the school to collect him quickly. 

The parents were so appreciative and thankful and personally came to speak to me. David is their only child, so they were extremely grateful that I was able to be of help to them that day. 

How has your nursing experience impacted how you approach your role? It helps you build the confidence and experience to respond to incidents. I know the best people to contact, whether it is an ambulance, social services or the BTP.  

When working for the NHS, I would evaluate blood samples and identify diagnostics, so I transfer those skills to my role here.  

You have been working in the railway industry for over 20 years. What would you attribute to your longevity in this role? Job satisfaction, commitment, and dedication. I enjoy what I do. I feel heard and valued by the company. The management team has been very supportive of me and gracious.

Charlotte Whitfield, Adams Daniel, Ademola (Akin) Falade, Selin Igdemir, Elizabeth Umoke and Katarzyna (Kat) Stec to name a few. 

Want to read more on June’s Shining Star Awards? Why not read our story revealing all the winners here.