The Trafford Centre
Business Statement

Customer Service Philosophy

Service

The hallmark of any professional organisation is judged by the quality of the service it delivers. The Trafford Centre’s ultimate aim is to be recognised as having the foremost professional expertise within the Shopping Centre Industry, providing a quality, efficient and friendly service to the benefit of all its customers.

Our objectives for our employees are for them to perform to the highest standards, providing the ultimate in service and without any social exclusion. In doing so, we strive to maintain our reputation as a Company with unimpeachable integrity which provides positive advice, holds a view on current levels of service issues and aims to achieve a first class record in levels of customer service and to uphold the principle of social exclusion.

The objective is met by employing high calibre staff, with a natural aptitude for their role coupled with an effective and approachable Management Team. In addition, The Trafford Centre believes it is necessary to go a stage further. To reinforce the commitment in our beliefs, formalised procedures will be established to safeguard the quality of our service alongside a programme of continuous training and development for all employees and services provided for customers.

Quality

The Trafford Centre’s Management Team have individual areas of responsibility.

Their efforts and objectives are to maintain a first class service to customers through:-

•  the accurate interpretation of customers needs
• the prompt delivery of meaningful advice to those needs
• provide sincere committed high standards
• continuing care of the customers interest
• the regular monitoring of factors which affect the provision of customer service delivery
• communicating the quality objectives to all employees involved with the provision of services on behalf of the Centre.

Quality of work is monitored regularly by the Director of Operations in conjunction with the Managers, carrying out periodic checks to review or enhance our work, and to reflect changes on market practices or professional codes of practice.

Our quest is to continually improve the level of service we offer to our customers.

The Trafford Centre is committed to ensure all our employees deliver the high quality levels of service our customers are entitled to expect and receive.

There has to be scope for imagination and creative thinking throughout our work, not least of all in addressing our customers needs. That indeed is the key to The Trafford Centre’s philosophy:-

• to provide sincere service and maintain the highest standards, for everyone, without any social exclusion, in all that we do.

The Trafford Centre seeks to combine the best from its knowledge and experience, its employees, its operational partnerships and its systems, to ensure our customer’s expectation are fulfilled or surpassed.

Investor in People

The Trafford Centre is committed to investing effectively in all its employees and has proved this by achieving the Investor in People Award in its opening year.

Through this investment, we wish to ensure all our employees deliver the high quality levels of service our customers expect to receive by complying with the following principles:-

• the Company’s Management are committed to developing the skills and motivation of all employees in order to achieve its
• business plans and targets
• the training needs of all employees are reviewed regularly in the light of the goals and priorities that they have been set
• training and development starts from the moment an employee joins the Company and continues throughout their career with the Company
• the investment in training and development is evaluated to assess its effectiveness.

Ultimately, the challenge of being an Investor in People is a human one. There has to be, scope for imagination and creative

thinking throughout our work, not least of all in addressing our customers needs. That indeed is the key to The Trafford

Centre’s philosophy:-

• to provide sincere service and to maintain the highest standards, in all that we do.

The Trafford Centre seeks to combine the best from its knowledge and experience, its employees and its systems to ensure our customer’s expectations are fulfiled or surpassed.