Best Practices

Overview

Century Square (CS) has transformed and positioned itself as a unique suburban mall devoted to the woman of today as well as catering to their family members.

Strategy

Product & Service Mix

In balancing economic returns and PFB-focus, CS has anchor tenants such as BHG department store, Shop N Save, Best Denki and Century Cineplex as well as speciality shops with services and products that would appeal to the different members of the family.

Marketing & Promotions

The CS does an annual plan for its promotional activities that caters to the needs of the different members of the family.

Service

Service Attitude

Staff are trained to be attentive to the needs of family needs such as mothers needing strollers and elderly or sick needing the wheelchairs.

Criteria used in the recruitment of staff included the company’s values of 4Ps (Passion, Pro-active, Product knowledge and Pride) and ability to handle complaints as well as patience. This ensures quality customer service towards the customers and their family members.

Nurturing service care

Staff’s contributions to improvements are acted upon, as evidenced by the provision of new upholstery for soiled prams.

The newly refurbished customer service area offers a relaxing ambience of soft seating and showcases of latest fashion trends by tenants. 

Safety first

Handbooks and SOPs have been established on emergency procedures which Customer Frontline and Security Operations staffs are able to refer to. Century Square’s fire drill included a collaborative exercise with the Civil Defense Force and has since been emulated by the other commercial buildings in the vicinity.

Infrastructure

Access & Layout

Adequate space has been provided for the movement of people, shopping trolleys, prams and wheel chairs. Both food courts have removable chairs so the strollers and wheel chairs can be positioned at the dining tables. The lifts are wide enough to take strollers and wheel chairs for inter floor movements.

Facilities

To ensure the customers have a more pleasant time at the mall, Century Square has provided free WIFI services, AXS machine and nursing room located at Level 2 and 3, lower basins and urinals for kids in toilets.  Particularly, the ladies room on the 2nd floor is deemed as one of the best and luxurious toilet with full-length mirrors, dressing tables and sofas to rest the feet. There are also priority parking lots for women with kid that is unique to Century Square. These facilities cater to the different needs of every member of the family.