SCEPTRE AWARDS B E S T B E S T
P R A C T I C E P E O P L E
TM
19
Customer Service Team of the Year
Recognising best practice by a customer-facing team employed in a shopping centre. This could, for example, be an entire centre management team, a customer service team, a security team or a cleaning team. The emphasis is on teamwork and entries for individuals were not considered.
Shortlist
Broadmarsh, Nottingham Despite having a very small customer service team, Westfield achieves high service standards by ensuring all members of the team multitask, regardless of their position. Childrens events have also become a key driver of footfall.
Eastgate Shopping Centre, Basildon Customer service NVQ level 2 and Welcome Host accreditation is compulsory for all staff at Eastgate, and this is reflected in high scores in customer satisfaction surveys.
The Chimes Shopping Centre, Uxbridge GBM’s customer service team at the Chimes has focused on improving standards through continuous training. Working alongside the centre’s tenants has been a priority for 2010.
The Light, Leeds With its large leisure component The Light presents customer service challenges but the team frequently achieves high mystery shopper scores. The Elite Club, The Light’s loyalty programme, has 38,000 members and is still growing at 200 per month.
The Mall Sutton Coldfield
The Mall’s Ask Me Point is regarded by a large majority of The Mall’s customers as ‘good’ or ‘excellent’ and the team’s efforts are a key reason why retailers have appositive view of the centre.
Westfield Derby Westfield Derby’s concierge team drove a 1.1 per cent increase in footfall and a 9.5 per cent increase in dwell time over the past year. And a focus on increasing customer loyalty resulted in a surge in gift card sales and data acquisition.
Sponsored by P RODUCED B Y C INT E RACT IVE
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