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Oct 23, 2020
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Capital & Regional trains all front-line staff to be Covid-ready

Published
Oct 23, 2020

Capital & Regional has become the first UK shopping centre business to train all its front line team in a new customer service module from WorldHost, the programme responsible for training staff at the London Olympics in 2012.



 
All 309 of its staff, including the guest experience team across all seven Capital & Regional’s UK shopping centres, have completed the training called WorldHost 2020.
 
The programme was devised to empower staff with the “knowledge and tools to keep guests and colleagues safe beyond Covid-19 and drive positive behaviours in a rapidly changing customer-facing environment”.

The company owns shopping centres under The Mall name in Maidstone, Luton, Blackburn, Walthamstow and Wood Green, as well as a raft of other centres,
 
Sara Jennings, director of Guest & Customer Experience for Capital & Regional, said: “Given the current climate, we recognise how quickly Covid-19 management protocols in our centres may need to change. 
 
“We want to instil confidence within our communities that we are taking every possible step to keep guests safe. As a customer-facing business, a core part of this is ensuring our staff are trained to adapt to changes and maintain safe shopping and working environments”.
 
Kate Thursfield, National Guest Experience manager at Capital & Regional, also said that the new responsibilities of shopping centre teams during Covid-19 “go well beyond dealing with issues related to social distancing and cleaning protocols”. 
 
She said: “There is a need to bring comfort and pleasure back to the shopping experience, which requires our teams to recognise behavioural changes amongst guests and have the training and knowledge to uphold excellent customer service standards, while adhering to new restrictions on human contact.”
 
Safe Place Champion is a new role created by Capital & Regional in response to Covid-19, which includes staff training on issues specifically related to creating a safe environment for guests, employees, visitors, and contractors, including managing occupancy levels, social distancing and hygiene protocols.

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