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Service key at Debenhams Westfield store

Debenhams is pushing customer service initiatives at its new London flagship, its first new store in London for 90 years, which opened at Westfield London in White City this week.

Managing director Angela Spindler said a key focus for the store was customer care, and all 550 staff have been given training in personal service. A
store of 110,000sq ft, the size of the Westfield store, would normally have 330 staff.

She said: “This is a great opportunity to let people know how the business has changed and the kind of service standards we are about.”

Other service aspects include buzzers in the fitting rooms, from where fitting room staff will be connected via headsets to staff members on the shop floor and in the stockroom.

Store manager Gary Stevenson said: “We can make this extra staffing pay for itself as we believe it will drive sales and average transaction values.”

About 265 stores opened at Westfield London as Drapers went to press.

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