Customer service standard

by Mark Rowe

The contract company TC Facilities Management (TCFM) joined Centre Manager, Ailsa Fraser and other staff of the Eden Walk, Kingston upon Thames shopping centre at an awards lunch to mark its attaining of the British Land Customer Service Silver standard.

Pictured left to right are Ailsa Fraser, Centre Manager Eden Walk; Joff Sharpe, Head of Operations British Land and Chair Broadgate Estates; Holly Jackson, Associate Director Broadgate Estates; and Cosmin Tecuta, Contract Director TCFM. More than 300 people attended the awards in London on May 9.

The estate management company British Land introduced customer service awards in 2016 after the national roll out of its customer service standards across its retail, office and development portfolio covering 25m sq ft of floor space across the UK.

The standards focus on areas for 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 silver.

TCFM reports that, alongside using smart management systems and technology to help maintain and improve operational standards, have put time into training and coaching to ensure that their staff contribute to delivering unrivalled 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.”

And Cosmin Tecuta, Contract Manager for TCFM added: “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.”


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