22nd June 2018 Iain Hoey

Customer Service Team of the Year 2018

The Glades, Bromley
Managed by JLL
Category sponsored by Ride On Entertainment

The Glades guest services team always provided a good, professional service to customers…but for several years it was largely unchanged. Processes, accessibility and services needed to be updated to fit with the ever-increasing demands of customers and a better understanding of the Purple Pound.

The Glades’ general manager asked the guest services team to embrace huge changes to tackle this, including:
• Relocating Shopmobility to vastly improve services for disabled customers
• Removing the traditional Guest Services desk and interact differently with customers

Shopmobility was successfully moved from a dark car park office to the top floor with plenty of natural light, twice as many lifts, two disabled toilets, baby change facilities and numerous disabled parking spaces. It wasn’t a decision that was taken lightly. Recognising that disabled customers plan their route around the centre the team spent a month before the move informing customers about what was happening and why, handling concerns sensitively. Within a week of opening the new area use of Shopmobility increased by up to 20% each day.

Removing the desk was a bigger challenge for the team. It was identified as forming a barrier between the team and customers, something they had become accustomed to. The old desk was removed in November 2017 and replaced with a much smaller, more open trial desk at peak trade. The team rose to the challenge and by January acknowledged it was a much better system, indeed, that by removing and relocating some services it had been their easiest Christmas ever.

The Glades has asked a lot of the team of eight, many of whom are part-time. Thanks to their hard work and positivity through all the changes, customer feedback has since been outstanding.


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