Intu upgrades customer service

Published:  10 February, 2015

intu Lakeside unveils world-class customer lounge

Intu has opened a world-class customer lounge, packed with premium, time-saving services and enhanced facilities, located in the heart of intu Lakeside.

The new facility brings together services already available at the centre in one place, plus new ones, echoing a top hotel or airline lounge. The aim is to treat customers as guests, in line with intu’s membership of the Institute of Customer Services.

Customer services such as a concierge and a personal shopping will help with all bookings and style needs. A table with tablet computers, which include the intu Lakeside app, provides answers to a multitude of questions using the free wifi available throughout the centre.

Click-and-collect and CollectPlus are available within the customer lounge, with fitting rooms available to ensure customers are totally happy with their purchases before leaving the centre. If not, intu staff will help with returns, simply and hassle-free.

Roger Binks, customer experience director of intu, said: “Across the UK, our intu signature experience programme is delivering benefits focused on meeting the needs of customers. The lounge will be a welcomed addition for the 25m visitors each year to intu Lakeside.

“We have listened to our customers and included all the facilities that will make their time at intu Lakeside even better. This includes free phone chargers, intu gift cards and staff on hand to carry bags to customers’ cars. Comfortable seating and televisions provide a men’s crèche and facilities for children will ensure all members of the family are properly looked after.”


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