INTERNATIONAL. We present the latest highlights from The Front Line, our regular e-Zine column sponsored by Copper Dog Scotch whisky, that champions customer service excellence in travel retail.
The column explores how the airport retail experience is brought to life by individuals representing the leading industry companies.
Employee: Zahid Masood Dar
Role: Brand Ambassador
Employer: Anthon Berg, Dubai International Airport
Time in job: Almost six years
Employer’s comments: Zahid has from the start given clear feedback to his ‘mission’ of being a Brand Ambassador vs a generic staff member. The opportunity to dive deep into a single brand and get to know the universe around it builds a certainty of belief, plus dedication to sell and maintain/ grow the business and the brand.
Getting to know this outgoing, family-oriented man who looks after all terminals at Dubai International Airport has shown a person who lives the title ‘dedicated staff’. His huge insight into the daily business in the airport – based upon departures and arrivals, the passenger mix, and what needs to be displayed and targeted towards travellers in the various terminals – is pretty remarkable.
Zahid has helped us evolve from a newcomer to being a confectionery brand that is not only a leader in the liqueur chocolate segment but also a brand that gains market share again and again. It is no secret that Zahid has a great deal to do with our present success with Dubai Duty Free. He is also dedicated when on leave and makes sure that his work will be covered by a suitable replacement. He always makes sure they have the basic knowledge to talk to people and sell the chocolates.
Dealing with both liquor-filled and non- liquor-filled chocolates can sometimes be challenging. Zahid originates from Pakistan but speaks a little of several languages – Russian, Danish, German etc. – he constantly amazes us. Here at Anthon Berg we salute him for his personality and for his dedication.
Zahid’s comments: “Always Anthon Berg – even if tested in my sleep! I live the brand!”
Employee: Alessandra Erica Duro
Role: Sales assistant
Employer: Heinemann Duty Free, Catania Airport
Time in job: Three years
Employer’s comments: Alessandra Erica Duro always makes everyone smile and is able to turn passengers into happy, loyal customers. She has been working with Gebr Heinemann since the company started operations at Catania Airport in 2014, and she loves working here.
Her personality can be described as positive, warm-hearted and very openminded. We are certain that customers, once they have left the duty free shop, will remember the very kind and sunny sales assistant who made their day.
Alessandra’s comments: “I really like working at the airport, as it is such a varied and dynamic place. Relating with all the customers in the store, understanding their needs and sharing their emotions makes me happy. My daily work is prompted by my desire to understand the customers’ desires in order to help them make the right choice.
“Seeing the customers leaving our shop with a big smile on their faces and our shopping bags in their hands tells me that I have done a good job.”
Employee: Ashish Choudhary
Role: Assistant Department Manager (Liquor, Tobacco & Confectionery)
Employer: Delhi Duty Free
Time in job: Five years
Employer’s comments: Ashish joined Delhi Duty Free Services in January 2013 as Brand Ambassador – Diageo. In August 2015 he was promoted to Assistant Department Manager taking care of the Liquor, Tobacco and Confectionery categories in arrivals duty free.
Ashish and his team consistently provide a superior shopping experience to customers at Delhi Duty Free. His target achievement in the period April to September 2017 was 109.4%. Ashish was awarded ‘Leader of the Quarter’ in the first part of 2017 for his outstanding performance, his ability to engage his team and his exceptional motivation.
He is a great asset to the retail team, and always goes the extra mile to deliver excellent service to both internal and external customers. He greatly enhances the company’s reputation and continuously drives sales.
Ashish’s comments: “My approach has always circled around being customer-centric. Listening to customers, understanding what they need and delivering exactly what is required is important to leave a positive lasting impression.
“My thought over the years is that as the business thrives, I thrive; but the business can only be successful when we have customers. Therefore they are and always will be my priority, without exception.”
Employee: Maria Nova Enriquez
Role: Sales consultant at A Little Something
Employer: Heinemann Australia
Time in job: 18 months
Employer’s comments: Nova has consistently been commended on the relationships she builds with customers. Many travellers stop by regularly to purchase from her because of the service she provides.
To Nova it is not about selling, it is about understanding customers’ needs and doing whatever she can to meet them. She has a warm and bubbly personality and always has a big smile on her face. Nova is a true asset to Heinemann and the industry. She has previously been recognised as Heinemann Hero of the Month for her outstanding contribution.
Nova’s comments: “I am grateful for every customer. I welcome them and share what we have to offer. I treat everyone just like I want to be treated when I walk into a shop: I want to feel welcomed, heard, understood – and be respected.
“I greet customers with a smile, and always project willingness to help. I listen to what they tell me, paying attention to their body language and tone of voice, knowing when to speak. I respect them, and whatever decisions they make.
“I can sense a customer’s mood, and I adapt accordingly. I can relate to their situations and act appropriately. I am here because I’m happy being here – I love and care for my job and our team. I come to work not only to give my very best but also to add value to Heinemann, who trusted me to be a part of their family. I go home at the end of my shift feeling fulfilled.”
Employee: Satish Kumar
Role: Salesperson
Employer: Gebr Heinemann, Vienna International Airport
Time in job: Five years
Employer’s comments: Satish is not merely a sales employee but a person who offers support in every way to others when they find themselves in a difficult situation. Here is one example. Prior to departure, a married couple were arguing about whether their coffee machine at home was turned on or off.
Satish spoke to the arguing couple and suggested that he deal with it so that nothing could stand in the way of their holiday. Shortly afterwards, after finishing his shift, he went to the couple’s apartment and along with their neighbour entered it. The machine was turned off. He then sent a photo as proof and the situation was resolved.
We think that anyone in this situation would have been happy to receive such readiness to help. Satish has done things like this on at least one other occasion – when he personally returned an apartment key to a landlord that one traveller had accidentally checked in.
Fundamentally Satish acts as a host. He turns passengers both to customers and fans of Gebr Heinemann.
Satish’s comments: “When you see people with your heart, you feel what they really need. I just do what I feel is right. My mission is simply to make people happy, because that infuses me with even more positive energy.”
Employee: Anne Gathage
Role: Sales assistant
Employer: Dubai Duty Free
Time in job: Almost ten years
Employer’s comments: Anne is from Kenya and joined Dubai Duty Free on 2 March 2008. She is vibrant and full of life, bringing joy and positivity to the people around her. Over the years, she has attended numerous training and coaching courses to develop herself.
Anne’s diverse knowledge of the products sold in duty free makes her flexible and easily able to adapt in any area of assignment. She has worked in areas like gold, where she has handled delicate and expensive jewellery and also areas like Foodplus, where she needs to be fast and upbeat in billing items.
She has won two ‘Employee of the Month’ awards. She has also been presented with the ‘Gotcha’ star, an in-house customer service-oriented evaluation programme, on many occasions for her superior customer service.
Anne once assisted a Chinese customer who was not feeling well and was looking for a pharmacy. Though the customer didn’t speak English, by reading the customer’s body language she was able to understand what was needed and stayed with the customer until they were able to buy the correct medication. The customer left happy and thanked Anne for her personalised service and care.
Anne’s comments: “My personal mantra is to serve my customers well, and the first step in achieving that is to start knowing the state of mind of the person in front of me and to show genuine understanding and concern towards him or her. This is what I believe the essence of customer service is.”
Employee: Nurcin Sisman
Role: Sales consultant
Employer: Gebr. Heinemann, Copenhagen Airport
Time in job: Three years
Employer’s comments: Nurcin is a beauty advisor for Clinique and the brand fits her perfectly. From day one she has proven to be an outstanding salesperson who always keeps the customer in focus.
Her ability to meet people on every level and speak to customers so they feel at home is a gift. She makes sure that she listens to the customer’s need, asks the right questions at the right time, and finds the right product. She is excellent in building the basket, finding additional items to make sure the customer is not missing anything.
She really lives our mission, vision and brand values. She turns travellers into customers but most of all she turns customers into friends. They remember her when they come back from their holiday. She is a fantastic salesperson, a role model and a great person.
Nurcin’s comments: “I was born in Sweden and have a Turkish background. Having been exposed to different cultures early on in life I grew up with an understanding and curiosity for other cultures.
“My vision is that as soon as travellers pass through security, we will be there greeting them, and seeing and hearing their needs. Since working at Heinemann I’ve developed some real detective skills. The secret is to really listen to the customer and read between the lines. If you listen to people you will learn a lot about them.
“I always try to be personal, and surprising, hoping that travellers have felt they have received the world class experience our guests truly deserve. I love going to work every single day because it gives me something very special – precious moments and encounters with so many different people. I’ve learned so much about people and most of all I’ve learned so much about myself.
“There is a little Mary Poppins in me that loves the phrase ‘smile and the world smiles with you’.”
Employee: Farruh Ergashov
Role: Sales assistant
Employer: Dubai Duty Free
Time in job: Nine years
Employer’s comments: Farruh is currently assigned to the gold shop. He has been an excellent staff member in the area for the last few years.
Farruh continues to represent the company in a positive way and always provides great service. He has received several customer recommendations for his outstanding manner in serving passengers and ensuring that they have a wonderful shopping experience in Dubai Duty Free.
He believes in sharing his knowledge with his colleagues, especially to those who are new. He is confident that good team work creates a harmonious working atmosphere and results in good sales.
Farruh plays a major role in the team and has a very good work ethic. He was named Employee of the Month in June 2017.
Farruh’s comments: “Joining Dubai Duty Free has been the best decision I ever made. I was first hired in July 2008 but resigned in 2011 because of family commitments in Uzbekistan. Due to love, passion and the great experience I had with the company, I re-applied and was given another chance in October 2012.
“I believe that the only way to do great work is to love what you do and I will continue do my best to perform my role with all my heart and dedication.
“Customers are very important as they are the backbone of the company and it’s my obligation to ensure that they leave the shop happily and with only good memories of Dubai Duty Free.”
Each featured Frontliner will receive a personalised Copper Dog bottle and dipper from the brand’s home in Speyside.
Excitingly, Copper Dog will host a grand prize draw in late 2018 featuring the previous 12 month’s nominated staff. One lucky Frontliner will win a VIP, all-expenses paid trip to Scotland, staying at the brand’s superb Craigellachie Hotel in Speyside, Scotland.
