IT GIVES YOU CONFIDENCE WHEN YOU HAVE THE SUPPORT OF OTHERS

Teamwork and customer focus are all in a day’s work Dorota Olczyk

Respect, dedication and teamwork are all important when delivering excellent service, according to customer host Dorota Olczyk.

Dorota, part of our Wapping station team, recently won the Unsung Hero award at our Shining Star Awards for her part in managing an emergency situation and keeping customers safe.

But Dorota revealed that no matter whether she’s faced with a serious incident or it’s business as usual, her approach to her role remains the same.

“More than anything, I want to make sure that all our customers stay safe and well, can get to their destination and have a great experience while they’re here,” she said.

“I’ve been here since 2012, and in that time I’ve built a great relationship with our regular customers – I enjoy being able to connect with people on a more personal level.”

As just one example, Dorota highlighted how colleagues and customers come together in the festive season. She said: “We like to keep the station looking nice throughout the year, but especially at Christmas when we go all-out with decorations.

“Customers love to get involved as well, bringing in decorations and plants to display and help celebrate the season.”

Respect and responsibility

It’s this approach that saw Wapping named Station of the Year a few years ago, and Dorota was keen to emphasise the importance of teamwork to their success.

“We’ve all been here for a long time, 13, 14 years in most cases, and we’ve learned to rely on each other and work well together,” she said.

“There’s a strong sense of respect and responsibility, not only towards our customers, but also towards each other. It gives you the confidence in your own role when you know you have the support of others.”

While not wanting to dwell on the incident that saw her nominated for the award, Dorota said: “You don’t know how you’ll react in a situation like that until it happens.

“Both my colleague and I remained calm, didn’t panic and drew on our training to deal with the situation in the proper way.

“My advice to anyone in a similar situation is to try to do the same – stay strong, stay positive and remember what we’ve been trained to do.”

When it comes to the job itself, Dorota says she couldn’t be happier.

“I love the job – I love meeting interesting people, that no two days are the same and that you never know what you’ll do that day when you arrive for work,” she said.

“We aren’t the busiest station in the network, but I like it – it’s a very nice place to work and I can see myself here for a long time to come.”

Nominate…

Do you know a colleague or team that goes above and beyond to delight our customers or keep people safe? If so, you can nominate them for a Shining Star. Click here or visit The Village.