Victoria Place Shopping Centre Customer Service Policy 2020
Updated 21st January 2020
1. Our mission
The mission of Victoria Place Shopping Centre is to provide a clean, safe and enjoyable retail experience to our customers. We are committed to providing a passionate and committed customer service delivery through implementation, continual monitoring and improving the high level of customer service we provide to all our customers.
2. Our commitment
Our customers have the right to know what level of service they can expect from us, and the action they should take when they feel that we may have fallen short of the high standards we have set ourselves. In fulfilling our mission, Victoria Place Shopping Centre will strive at all times to deliver a high quality customer service that exceeds customer expectations and is efficient and effective, by being approachable, knowledgeable and by working in a collaborative manner. It is this commitment and empowerment that is the driving force behind our policy and charter.
3. Resources – The Team
The success of Victoria Place Shopping Centre originates with the development of the skills, abilities and enthusiasm of all members of the team. Our team is committed to deliver the high standards in this policy. They are dedicated to the provision of friendly, high quality and customer-focused service to all users of the Victoria Place Shopping Centre.
4. Communication and Feedback
The ultimate goal of Victoria Place Shopping Centre is to meet and surpass customer perceptions and expectations of Customer Service. Customer service is a priority for our team and we will focus on specific areas relating to empowerment, focus, delivery, timeliness, information, professionalism and staff attitude. We will communicate with people in ways that take into account their needs.
We encourage and welcome open and constructive feedback on our services and will monitor how well customer expectations are being met.
Feedback can be given to the Victoria Place Shopping Centre in a number of different ways – via the website contact us page, social media, verbally or by writing to us via email. firstname.lastname@example.org All feedback will be directed to the Centre Management Team for discussion and necessary action. Customers can expect a response within 24 hours. We believe that the best route to successful customer’s services is communication, and we offer the reassurance that any issue that does not achieve the required standard will be promptly addressed.
Our service partners will be encouraged to provide customer feedback within regular and open forums. Victoria Place will undertake regular Mystery Shopper Surveys on Customer Surveys and share with all stake holders in which to review practices.
We aim to provide quality services for everyone whatever their race, gender, mobility impairment (hidden and visible), culture, religion, sexuality, vulnerability or age. We are committed to welcoming and assisting all customers who visit our centre.
Victoria Place Shopping Centre will provide regular training to all Centre staff who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
7. Modifications to this or other policies
We are committed to developing our customer service policy. Therefore any changes made to this policy will take into account the impact on all the Centre’s customers and stakeholders.
8. Building Relationship
Victoria Place and our service partners will be encouraged and empowered through regular consultations and awareness initiatives from the Centre and external organisations in understanding the needs of others.
9. Questions about this policy
This policy exists to achieve service excellence to the Centre’s customers. Any questions with regards to specific areas of policy, or areas where clarification is required, will be referred to a member of the Centre Management Team at Victoria Place Shopping Centre.
Our Customer Service Charter
Updated 21st January 2020
What Can You Expect From Us:
Victoria Place Shopping Centre is committed to providing a high standard of customer service that will be open timely, accurate and accountable, and responsive to customer needs.
When you come into contact with a member of Victoria Place Shopping Centre Staff, we will:
Greet you politely and identify ourselves by name
Provide service with a smile and to go that extra mile
Be accessible to all persons regardless of culture, vulnerability, language, age, sexuality, physical & mental ability, socioeconomic background
Be calm and patient by listening carefully to you, so that we may understand and respond to your needs appropriately
Deal with your questions promptly Communicate in a clear and concise manner, and know when to speak and when to listen
Treat you with respect, courtesy and not pre-judge any given situation
Provide a customer service team which is positive, empowered and motivated in which to deal with any situation
Be generous with our time in which to fully investigate and support customers.
What Our Customer Service Charter Means
What We Should Expect From Ourselves:
Victoria Place Shopping Centre is committed to providing a high standard of customer service that will be open, focused, timely, accurate and accountable, and responsive to customer needs.
When a customer comes into contact with a member of Victoria Place Shopping Centre Staff, we will:
Greet customers politely (considering body language too) and identify ourselves by name if possible
Be empathetic, calm and patient –great communication means listening as well as being clear
Respond and deal with questions promptly (managing time is key to being successful) –and be honest
Treat customers with friendliness, respect and courtesy – customers are allowed to be confused, frustrated or even angry.
It is our job to keep calm and look for possible solutions
Communicate in a clear and concise manner and listen carefully to our customers, so that we may understand and respond to needs appropriately
Don’t be afraid to learn from mistakes –they happen, but we can be flexible, adaptable and change
Provide training and development to our teams and service partners.
Victoria Place Shopping Centre is committed to following top 10 Service Habits in which to be No 1 in service excellence. There maybe occasions where delivery or perception of Customer Service does not meet expectations or the high standards we wish to achieve, please forgive us. If, there is any opportunity to learn from lapses in service delivery please do not hesitate contacting us by Email, Telephone or face to face.
Sunflower Lanyards Recognised Here
At Victoria Place, we recognise that not all disabilities are as obvious as others, which is why we’re pleased to announce that The Hidden Disabilities Sunflower is recognised here.
The Hidden Disabilities Sunflower was first launched in 2016 at Gatwick Airport and has since been adopted nationwide and further afield, by a number of travel hubs, retail outlets, leisure facilities and businesses and organisations of all sizes.
The simple sunflower lanyard allows the easy identification of individuals who may require a little more help, time or assistance during their visit.