Customer Service Charter 2021
The Walnuts Shopping Centre is managed by Savills Property Management. Our on-site team are highly experienced and will deliver the Savills policies of excellent management across the site.
As such, our aim
is to provide a high standard of customer service by understanding the needs
and expectations of all of our customers. We are committed to positively
interacting with our customers.
We will train our staff and contractors working with us, to deliver quality customer
service standards and we will endeavour to ensure that the Walnuts Shopping
Centre is a safe, secure, clean and accessible environment for all visitors, at
all times.
Our Customer Charter outlines what to expect.
Customer
Service Charter 2021
-
Our
Customer Commitment is to ensure that a member
of staff is always available to discuss any queries with customers and
site visitors
- Is to treat all customers
and visitors with dignity and respect
- Is to listen carefully and
patiently to understand and then respond to customer needs
- Is to deal with customer
queries as soon as possible (where possible within 48 hours) or re-direct
to an appropriate person who can help
- Is to continually review
feedback to further improve standards
- Is to ensure that our
services are accessible to all visitors
Our Team
-
Will provide a polite,
courteous and informed service from all site staff
- Will provide a friendly and
happy to help response to customers
- Will be trained to high
standards
Communication
-
Our team will endeavour to
have a pro-active approach to communication
- Our team will react as soon
as possible to respond to customer queries
- Our team will review tenant,
mystery shopper and independent customer feedback to improve customer
service standards
- Our team will be receptive
and listen to ideas that may improve customer service at the Walnuts
Shopping Centre
- Our team will annually
review the customer charter and customer service policy
- Our team will be accessible
to interact with customers either in person or via various communication
formats
Equality
- We aim to provide quality
services for everyone, irrespective of their age, race, gender, disability
culture, religion, sexuality or their health and vulnerability
Training
The Walnuts Shopping Centre will
provide regular customer care training for all staff who deal with the
public and stakeholders and also for the site decision makers who will
review and update the customer service charter and customer service policy
The
Environment
-
We will endeavour to provide
a safe, clean, secure and well maintained shopping centre environment
accessible to all customers
- We will continue to recycle
waste on site to improve the environment and where possible save energy
Customer
& Stakeholder Support
-
We ask that centre customers
and visitors treat each other, the centre facilities, property and centre
car park with respect and due care
- We ask that centre customers
and visitors treat our staff with courtesy and respect
- We ask that centre customers
and visitors comply with instructions given by centre staff
The Walnuts
Centre Management Team can be contacted on -Tel: 01689 832923 or you can
email [email protected] or [email protected]