28 Oct 2016

AMP Capital Shopping Centres awarded for outstanding customer service

AMP Capital Shopping Centres (AMPCSC) has won the Customer Service Organisation of the Year (Large Business) Award.

AMP Capital Shopping Centres awarded for outstanding customer service

AMP Capital Shopping Centres (AMPCSC) has won the Customer Service Organisation of the Year (Large Business) Award.

AMP Capital Shopping Centres (AMPCSC) has won the Customer Service Organisation of the Year (Large Business) Award at the prestigious Customer Service Institute of Australia (CSIA) Australian Service Excellence Awards.

More than 650 people attended the awards ceremony, which recognised and awarded best practice and innovation in customer service amongst Australia's most outstanding customer service driven organisations and individuals. The awards further highlights the importance of customer service in today's business climate.

AMPCSC took out the award for its Inspiring Moments program, which was launched in 2011; judged by mystery shoppers, site visits to Macquarie Centre and interviews with customer service staff.

The program is a customer service initiative that stemmed from AMPCSC research, which recognises that people are not only drawn to well-designed spaces but emotional connections too, the most powerful being the interaction between staff and customers.
Bryan Hynes, AMP Capital Shopping Centres Managing Director

The program engages all staff across AMP Capital Shopping Centres, not only customer service teams, to become active hosts in their respective centre. All staff are encouraged to look out for chances to create an inspiring experience for a shopper.

To ensure the program is rolled out consistently across all centres, staff undergo workshops and interactive training sessions. Local management teams also hold events to share service standards created by staff around the country, and program champions are selected and equipped in each centre to work with the National Customer Experience team and drive local efforts. 

In 2016, this initiative has demonstrated significant impact with staff and customers, with a tangible shift in organisational culture and measurable improvements in service for visitors.

This award is testament to the fantastic culture we have built up across our portfolio during the last five years with the Inspiring Moments program. It is thanks to our frontline staff, interacting with millions of customers each year, that we provide a welcome, safe and friendly environment at each and every one of our centres,
Bryan Hynes, AMP Capital Shopping Centres Managing Director

An integral part of the program is the awards component which recognises employees who provide exceptional service, and to share stories that encourage others to create inspiring moments of their own. The announcement of the 2016 Inspiring Moment of the Year will be announced later in the year.