HONG KONG. As part of its “˜Customer Focus Year’ at Hong Kong International Airport (HKIA) throughout 2010, Nuance-Watson (HK) has partnered with beauty products supplier Scental in an exclusive Training Fair to empower staff business knowledge and skills.
Customer Focus Year aims to enhance customer satisfaction at Nuance-Watson (HK) stores.
Over 110 Nuance-Watson (HK) Beauty Advisors took part in the Training Fair on 25 August at the Regal Airport Hotel (see details below).
“The Training Fair with our long-time business partner, Scental, has a strong driving force into attracting Beauty Advisors across all brands and cosmetic concepts at Nuance-Watson (HK). It is an added value to the staff, the customers and the business,” said Nuance-Watson (HK) Regional Managing Director North Asia Alessandra Piovesana.
“This year, Customer Focus is our core corporate positioning. We continue to strive for customer service excellence and drive customer retention. We believe that specific and innovative staff training is a key contribution to successfully achieve our objective.
“HKIA is one of the busiest international airports in the world with a high volume of inbound and outbound travellers. Travel retail business is intensive and competitive in such a fast-moving environment. Travellers from different nationalities have their specific mind-set and requirements.
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“We have to be able to stand out and differentiate ourselves by being more consumer-oriented. In order to champion the travel retail industry, we have to constantly enhance our staff knowledge of the business and ensure they understand customers’ needs. In return, we can address exactly what the travellers are looking for.
“By giving a knowledgeable and positive attitude towards our customers, it also helps in adding value to the overall high standard airport environment at HKIA,” Ms Piovesana concluded.
Two training sessions were held due to what the retailer said was an “overwhelming enrolment”. Each session went through a two-hour product training on skincare products and make-up items.
Differing from the previous product training programmes, which usually involved a one-way classroom teaching style, Scental trainers prepared “innovative, unique and dynamic methods” to stimulate learning.
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“We have to be able to stand out and differentiate ourselves by being more consumer-oriented“ |
Alessandra Piovesana Regional Managing Director North Asia Nuance-Watson (HK) |
The Beauty Advisors were engaged in a range of interactive demonstrations, including the sharing of beauty tips; providing product knowledge through simple presentations and small group games; delivering latest market trends; refreshing selling skills; highlighting 2011 new product launches; as well as introducing exclusive airport items.
“At the same time, it gave an opportunity for staff networking and sustaining their strong interests in the brands,” Nuance-Watson (HK) noted.
Scental showcased its portfolio, including Biotherm, Kiehl’s, Giorgio Armani, Helena Rubinstein, Lancôme, Ralph Lauren, Shu Uemura and Yves Saint Laurent.
An attractive training gift from the elite brands was presented to reward Beauty Advisors who successfully completed the programme.
MORE ABOUT “˜CUSTOMER FOCUS YEAR’
During the first half of the year, successive customer focus initiatives have helped drive staff interest and professionalism in the key area of customer service. Nuance-Watson (HK) said it is determined to develop strong motivational plans to ensure staff loyalty and commitment, and in return, maximise customer services.
It commented: “Nuance-Watson (HK) sees its employees as the most valuable asset to the company.
“Only by constantly enlightening staff with the most up-to-date product and brand knowledge, can they offer a high level of expertise to the customers. It is through strategic and effective training programmes which can further reinforce skills and cultivate strong team spirit, that we can ensure staff stay positive and well-prepared to drive customers’ enthusiasm and motivate spending.
“After all, the ultimate goal is to deliver best practices and offer quality customer services.”
Nuance-Watson (HK) said it is committed to offering value-added and top-quality customer service through partnerships. It said: “This extraordinary co-operation Training Fair between Nuance-Watson (HK) and Scental distinctively demonstrates the power of a collaborative approach where both parties have taken a step beyond their common interests and focused passionately on customer service excellence and maximising customer satisfaction.”
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