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Our Commitment to Customer Service Excellence

More than one million people work, shop, live in or visit one of Oxford’s properties every day. We work hard to meet customers’ needs in our office, retail, residential, industrial and hotel properties and pride ourselves in consistently exceeding industry standards in service and satisfaction.

Our customers tell us we do a good job in this area, but we want to do even better. Through our commitment to Customer Service Excellence, we are applying lessons from some of the best global customer service organizations, engaging our leaders, implementing training and communication programs, and establishing hiring and performance management criteria that support this goal.

At the foundation of our customer service culture is the Oxford Commitment, made up of five statements:

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We consistently deliver a world class experience.

We focus on hiring and developing the best people for every job; people who learn, live and breathe the culture and brand of the organization. That means every one of us delivers exceptional service in everything we do.

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We empower our teams to deliver effective solutions fast.

We know problems happen. We listen; we are accessible, creative and responsive with our solutions; and we act with urgency to make the right decisions.

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We work with purpose.

As OMERS real estate investment entity, we work in the name of 400,000 plus pensioners. We raise the bar in everything we do to deliver on the pension promise and to provide a competitive edge for all of our business partners.

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We earn your respect in every interaction, every day.

Relationships are our most important asset. We go above and beyond to protect and grow them by anticipating needs, being honest and considerate, and valuing customers as genuine partners.

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We take great pride in leading the industry.

For over 50 years we have earned our place as leader through innovation, service excellence and an unrivaled focus on customers. We are committed to that tradition of leadership and to a passion for excellence.