FEATURE
Service providers need to have clear health and safety policies and procedures in place and adhere to all regulatory measures. Health and safety laws exist not only to protect the public, but also the service provider, their employees and their employers. Service providers should carry out risk assessments of shopping centre sites before starting contracts to ensure the safety of all those using the centre.
GOING BEYOND
BASIC SERVICE The best service providers recognise that managing the customer environment is critical and understand how they contribute to the customer experience. Cleaning operatives, repair technicians, security officers and other service providers should also be customer service agents able to assist and engage with customers. To the customer everyone who works in a retail location is part of the same team and should be approachable and knowledgeable about the place they work. Service providers need to be highly trained and able to interact confidently with customers when required. We offer every colleague the chance to take part in what we call ‘Hostmanship’ training. This training in ‘the art of making people feel welcome’ embeds customer service in everyone’s everyday job. It helps instil people skills in our operatives, giving them the confidence to communicate with colleagues and customers – for instance providing help with directions to washrooms or specific shops or food outlets.
door, keeping them
etting them to come s on more than just pportunities available.
www.tomorrowscleaning.com
With retail managers and service providers working in partnership, relationships can develop and any challenges can be discussed openly and resolved effectively. This opens the way for service providers – whether responsible for cleaning or a package of services – to add value to the way shopping centres are run, enhancing the user experience for the visitor whatever time of year it is.
www.facilicom.co.uk
Tomorrow’s Cleaning November 2015 | 43
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