What the client needed

Telford Shopping Centre partnered with RNIB business to implement a training programme aimed at making the Centre a pleasant place for all members of the public to visit and enjoy.

What we delivered

Operations staff at Telford Shopping Centre underwent training led by our experts in understanding disability. The training sessions looked to ensure the team could communicate confidently with members of the public who have visual and hearing loss.

The sessions included practical simulation exercises based on real life experiences in and around the shopping centre environment. We also offered guidance on how to boost the team’s understanding of accommodating the needs of people with different abilities.

The results

The success of the training programme led to Telford Shopping Centre planning to roll out the initiative to all frontline staff within the next few months.

Chris Jones, Telford Shopping Centre’s Director said, “With approximately 11 million people in the UK living with a disability there is real and pressing need for shopping centres to ensure teams are well-equipped with the skills and knowledge to promote accessibility.”

“Telford Shopping Centre is at the heart of the community – it is a place where everyone should feel welcome and it’s very important to us that all our visitors have an enjoyable, optimum experience. An ongoing investment in training is an integral part of our commitment to providing a high standard of customer service."

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