Insight

Delivering VIP customer service

At intu we offer personal shopping for our visually impaired customers to deliver unforgettable shopping experiences

Every effort goes into making sure everyone has easy access to the shopping and leisure attractions at intu centres.

At intu Braehead a free service has been launched to help people who are blind or visually impaired get around the malls. Staff at intu Braehead have been given specialist training by Visibility Scotland to act as personal shopping guides around the stores.

Theresa Jenson from Erskine and Cathy Slyder from Paisley were the first to take advantage of the new service, as they were guided around the stores at intu Braehead by staff members, Christine Olsen and Christine Wilson.

Cathy said: “This means a lot to me. It’s a great service and very helpful as the staff who accompany us are able to describe the colour, design, type of material and size of what we were planning to buy. If it wasn’t for this service I would have to rely on family to come round the shops with me.”

Theresa added: “Having this service at intu Braehead gives me some independence and means I don’t have to rely on other people. And I can buy my family presents without them having to be there with me.”

intu customer service helping visually impaired customer

A specialist trainer in sign language was also brought in by intu Braehead to teach up to 20 staff basic sign language skills over a two-day course, so they can help people who are deaf or hearing impaired.

The training allowed the staff to get an insight into the challenges of living life with a visual impairment – especially when it comes to busy shopping centres. This project of volunteer guides will certainly give people the opportunity to shop without having to rely on family and friends and means that they can buy surprise presents for their loved ones’ birthdays and Christmas without them being there.”

Valerie Breck
Operational director, Visibility Scotland