Virgin Trains customer award for Kells man

A Kells native features on the cover of the Virgin Trains employees' magazine in London after winning two major customer service awards in the last year. Patrick Fitzsimons from Maudlin Road is train manager at London Euston and insists he is simply doing his job when looking after the customers. He joined Virgin Trains 11 years ago as a customer service assistant at London Euston's station. His customer service award came about as a result of a letter of praise from a grateful customer last winter. "Brownell O'Connor had flown in from the Middle East, but then found himself among hundreds of passengers stranded at London Euston," Paddy explained. "He is involved in customer service himself, and wrote a lovely letter thanking me for my help getting him home for Christmas - but I only did what I'd do on any train." Mr O'Connor wrote that Paddy put in a "Herculean" effort to get passengers to their destinations, and was a shining example to others in the service industry. "I will tell everyone at every conference I speak at about the incredible talent, skill and dedication of Paddy," he wrote. To Paddy's surprise, his efforts to communicate with customers and liaise with transport providers saw him win both a Feel Good Award for Very Good Service, and a National Railstaff Award. So what's the secret to good service, he was asked by the rail company magazine. "I think my personality and drive help," he said. "I realise that some people get frustrated when there are problems, but if they see you do everything you can, they leave with a good impression." Paddy is a son of Patrick and Mary Fitzsimons from Maudlin Road, Kells, and has lived in England for around 15 years. He met company owner, Richard Branson and his daughter, Holly, at the Virgin Awards.