Sterling customer service

The British Land Customer Service awards were first introduced in 2016 after the national roll out of its Customer Service Standards across its complete retail, office and development portfolio covering 25m sq ft of floor space across the UK.

The British Land Customer Service standards focus on a number of areas ensuring delivery of a safe and enjoyable shopping experience. Having achieved the Bronze standard in 2016, as part of the contract award process last year, TCFM proposed a number of measures that the team would contribute to Eden Walk’s goal of achieving the Silver standard. On the back of the latest award, TCFM is already discussing with Eden Walk how this achievement can be built on to ensure that each and every visitor receives an outstanding experience at Eden Walk.

TCFM, alongside using smart management systems and state-of-the-art technology to help maintain and improve operational standards, has invested time in training and coaching to ensure staff contribute to delivering a high level of customer service and value to every visitor at Eden Walk.

Ailsa Fraser, Eden Walk’s centre manager said: “The British Land Customer Service Programme has just completed its’ third year. It has proven extremely successful in changing the attitudes of staff and colleagues towards our customers and to each other.  It has ensured that British Land Shopping Centres stand out amongst the rest.”

Cosmin Tecuta, contract manager for TCFM commented: “We are delighted to be able to celebrate Eden Walk’s achievement in attaining British Land’s Silver Customer Service Standard.  This achievement is testament to the hard work that Ailsa and her team as a whole, of which TCFM is a part, have invested in making Eden Walk a great shopping destination in South West London. Our team of cleaning operatives and security officers from TCFM are overjoyed that the part we have played has contributed to Eden Walk’s success.”