news

Achieving customer excellence is top of the agenda for Ireland’s largest outlet shopping centre Junction One, as it recently joined forces with the Wholesale & Retail Training Council to develop and implement a bespoke training programme for its sales staff.

The centre is the first in Northern Ireland to complete the WRTC’s new “Shopping Centre of Excellence Customer Care Programme” and is leading the field locally as shopping centres throughout the UK are urged to “create an outstanding guest experience” by retail property industry group, BCSC.

“Customer excellence is a key theme for BCSC and following their good practice guide – ‘Guide to Customer Care Best Practice – Creating an Outstanding Guest Experience’ they have recently announced the industry’s first ever customer excellence awards – billed the ACE Awards, planned for spring 2007,” explained Hugh Black, Junction One, centre manager.

“In today’s retail climate enhanced customer service is a critical selling point for shopping centres and at Junction One we believe it’s important to support both individual store managers and area executives with comprehensive staff development initiatives.”

The WRTC programme included mystery shopping reports and participative workshops focusing on teamwork, customer care with personality and managing difficult customers all complemented by an end-of-programme customer exit survey.

“Our experience working alongside Junction One staff, together with all the positive feedback generated, has encouraged WRTC to roll out this new programme to other shopping centres throughout Northern Ireland,” said Jill Beasant.

Jonathan Doughty, Chair of BCSC’s Customer Care Committee said: “BCSC believe it is essential for centre owners and operators not only to meet customer expectations effectively but to exceed them as this is what builds brand loyalty. Our report last year and the ACE Awards are the first step in a process that we hope will encourage co-operation with retailers and other service providers aiming to deliver higher levels of customer service across the entire industry.”