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Rushmere Shopping Centre with WorldHost sign

Rushmere Shopping Centre invests in world class service excellence programme

06 Oct 2023
People 1st International

Rushmere Shopping Centre has invested in delivering a globally recognised customer service training scheme for its customer facing staff, ensuring customers are greeted with a warm welcome and a friendly smile.

The management team have taken steps to drive customer service excellence to the very top of the agenda by adopting the popular WorldHost programme.

The training will see staff joining an army of service professionals trained to the WorldHost standard. The new approach aims to empower staff to provide outstanding customer service and act as committed problem solvers at all times.

Following a successful initial investment the WorldHost training will be rolled out to everyone working on the customer service desk and within the cleaning and security function of the busy shopping mall.

WorldHost Customer Service Trainer, Chartered Marketer Christine Watson who delivered the course, on location, in the popular Northern Ireland shopping centre, explained that the training will enable the shopping centre ‘hosts’ to help all sorts of different customers ‘across a range of areas, from giving directions, to administering gift cards, advising shoppers on offers, even charging mobile phones. Staff will be equipped with the knowledge and confidence to help different types of customers quickly and effectively.

Martin Walsh, Centre Manager of Rushmere Shopping Centre, said: “This investment is set to further improve the service we deliver at Rushmere, but at its heart, we simply want all of our shoppers to receive a warm welcome and a smile when they come to us to spend time shopping or dining. We trust our people and we are committed to empowering them and giving them everything they need to provide the very best service to our customers.”

The WorldHost training programme places the customer at the forefront of service delivery and the course is designed to encourage staff to treat customers as they would wish their own family and friends to be treated, to go the extra mile for all and to adopt a service recovery approach to issues arising rather than merely complaint handling.

The move is the latest in a series of investments being made by the shopping centre which was purchased by new owners Killahoey Ltd in February 2023.

Photo Captions:

Ahead of Service Recognition Day, part of Customer Service Week, the Lord Mayor of Armagh City, Banbridge and Craigavon Alderman Margaret Tinsley visited the popular Rushmere shopping centre to join customer service trainer Christine Watson and Centre Manager Martin Walsh on congratulating staff on the successful completion of the globally renowned WorldHost training programme.

Rushmere Shopping Centre celebrates as its service professionals achieve globally recognised WorldHost customer service training accreditation. The Lord Mayor of Armagh City, Banbridge and Craigavon Alderman Margaret Tinsley joined Centre Manager Martin Walsh and WorldHost customer service trainer Christine Watson in congratulating the customer service, cleaning and security team members on their successful completion of the world renowned service excellence programme.

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