Andre Xavier won what the judges reported to be an enormously competitive category, due to the weight of responsibility he feels to make a positive difference to the customer journey.
He told the judges that he feels like South West Trains is his family (which are in fact living back home in Spain) and that he never wants to disappoint his family, motivating him to take great pride in his work.
The level of positive feedback he receives day-to-day is clear owing to the number of customers who take the time to write in and tell SWT how Xavier is always exceeding what passengers have come to expect from customer service.
Xavier’s enthusiasm is often described as ‘infectious’ by colleagues and passengers and also that there is a palpable and positive change in atmosphere when he walks through a carriage – which came across very obviously when the judges met him.
Amusingly, he is also a talented magician and if the train is quiet he uses this to break up the boredom for children.
SWT are currently making a DVD of best practice for its recruits in which Andre will have a starring role.
Judges' comment
“We were really impressed when Andre told us “we choose how to be every morning and I choose to always have a good day”. We pushed him to tell us about a bad day, and he really struggled to think of one. He also didn’t take too much persuading to do a little magic trick for us!”
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