The Trafford Centre
Business Statement

We aim for The Trafford Centre to be the best shopping, leisure and entertainment centre in the country.  We will achieve this by:

• striving continually to increase visitor numbers

• performing to the highest professional standards

• providing excellence in customer service at all times

• continually seeking to improve the ambience, the appearance and facilities of The Centre

• providing the highest possible standards of presentation, safety and security for our customers

Customer Service Philosophy

The hallmark of any professional organisation is the quality of the service it delivers.  Our aim is to be recognised as having the foremost professional expertise within the shopping centre industry and to achieve a world class record of customer service by providing high quality, efficient and friendly service for the benefit of all our customers. 

Our colleagues' objectives must be to:

• perform to the highest standards
• provide the ultimate inclusive service
• maintain our reputation as a company with the highest integrity
• provide positive advice and assistance
• continually improve the level of service we offer to our customers

These objectives will be achieved by:

• employing high calibre staff, with a natural aptitude for their role
• having an effective and approachable Management Team
• having formalised procedures established to safeguard the quality of our service
• having a programme of continuous training and development for all employees

Quality

The Trafford Centre’s objective is to maintian a world class service for customers through:

•  the accurate interpretation of customers' needs
• the prompt delivery of meaningful advice and assistance
• commitment to the highest standards of customer service
• continuing care of customers' interests
• the regular monitoring of customer service delivery
• communicating these objectives to all employees of The Centre

The Trafford Centre seeks to combine the best from its employees' knowledge and experience, its operational procedures and its professional partnerships to ensure our customers' expectations are fulfilled or surpassed.

Investor in People

The Trafford Centre is committed to investing effectively in all its employees. This was illustrated by achieving the Investor in People Award in our opening year and continuing to hold the Award ever since.

Through this investment, we wish to ensure all our employees deliver the highest possible standards of service for our customers.  To achieve this the Management Team commits to::

• developing strategies to continually improve the performance of the organisation
• taking action to improve the performance of the organisation
• evaluating the impact of these actions on the performance of the organisation

The Trafford Centre encourages individual imagination and creativity which makes a valuable contribution to meeting or exceeding our cuistomers' needs.

The key to The Trafford Centre's philosophy:

To provide a world class service amnd maintain the highest standards in all that we do.