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Liverpool One commended for excellence in customer service

The Liverpool One shopping centre has been commended for its customer service excellence as it drives a bid to get the city recognised as the best in the UK for visitor experience.


Liverpool One commended for excellence in customer service

68% of the Liverpool One workforce has been commended after achieving a customer service excellence award through the WorldHost training programme, a scheme launched at the Vancouver 2010 Winter Olympics. Staff members who have not yet received the award are all working towards the accreditation.

Liverpool One is working with Academy One, the city’s centre of excellence for retail, to put all employees through the WorldHost 'Principles of Customer Service' training programme. The shopping centre has now been accredited as the first shopping centre management company to be WorldHost recognised for customer service excellence in the north of England.

Sara Carthy, HR director at Liverpool One, said: "By putting our team through the WorldHost training – and this includes directors and senior managers – we are able to offer a better retail and leisure experience for each visitor to Liverpool One, whether they are a tourist from another country or a regular visitor.

"We want to be at the forefront of creating a city which is recognised across the UK and the world as one of the best for customer service. Liverpool One team members are reaping the benefits of the WorldHost training with Academy One and we would encourage retailers and those in the hospitality trade across the city region, as well as other shopping centres, to get involved."

Lorna Dainton, retail sector lead at Academy One added: "WorldHost training is a tried and tested programme which has delivered real benefits wherever it has been implemented across the globe.

"We are determined to engage as many employers as possible across the Liverpool city region to create what would be the first region committed to becoming WorldHost recognised. To do this we need the support of the whole retail and hospitality sector – the results speak for themselves and it would be a true achievement for Liverpool city region to gain this recognition."

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