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What's<br />
C onverging<br />
be Duty Free and Superstrap<br />
emerge as T.O.U.C.H. Best<br />
Outlets for March & April <strong>2016</strong><br />
In line with transforming international<br />
airports into lifestyle destinations and<br />
fuelled with the aspiration to redefine<br />
customers' experience at KLIA and<br />
klia2, the T.O.U.C.H. campaign was<br />
introduced in September 2012 with the<br />
core attributes of:<br />
Total Customer Satisfaction<br />
Outstanding Service Practices<br />
Unforgettable Smile<br />
Conversant<br />
Humbly Pleasant<br />
T.O.U.C.H. is aimed at introducing<br />
a service culture that is exclusive,<br />
intertwining with the Malaysian warmth<br />
and hospitality. The campaign involves<br />
thousands of front-liners representing<br />
retail, food & beverage and services<br />
outlets at KLIA and klia2.<br />
Convergence spoke to two winners of<br />
the T.O.U.C.H. 'Best Outlets' for March<br />
& April <strong>2016</strong> awards namely be Duty<br />
Free at klia2 and Superstrap at KLIA.<br />
DESCRIBE BEING A<br />
WINNER OF T.O.U.C.H.<br />
'BEST OUTLETS'<br />
be Duty Free<br />
Customer service has always been one<br />
of the elements that differentiate us from<br />
our competitors. To be nominated simply<br />
means all those efforts we put in did not<br />
go to waste. We are very proud of our<br />
staff achievement and commitment.<br />
Superstrap<br />
We are very happy and pleased that<br />
our efforts over the years in providing<br />
the best services for our customers has<br />
been recognised and acknowledged.<br />
HOW DO YOU MANAGE TO<br />
SUSTAIN IN PERFORMING<br />
T.O.U.C.H. ATTRIBUTES?<br />
be Duty Free<br />
T.O.U.C.H. attributes have been<br />
integrated as part of our performance<br />
evaluation process amongst sales staff<br />
members. Beside attending training<br />
sessions organised by Malaysia Airports,<br />
we took initiative to train all our staff by<br />
engaging in separate training sessions<br />
for all staff at our own cost. Supervisors<br />
are also required to monitor and ensure<br />
that our staff members are performing<br />
the T.O.U.C.H. attributes consistently.<br />
Superstrap<br />
This is achieved through consistent<br />
training and briefing, encouragement<br />
and motivation, internal reward system,<br />
standard operating procedure and that<br />
T.O.U.C.H. attributes are stated in staff<br />
appointment letters.<br />
WHAT ARE THE<br />
CHALLENGES FACED<br />
WHILE CARRYING OUT<br />
THE PROGRAMME?<br />
Both outlets said changing their staff<br />
mindset was a tough challenge. But, it<br />
is a work in progress as it requires time<br />
to develop new habits.<br />
WHAT IS YOUR EXPECTATION<br />
FROM THIS PROGRAMME?<br />
be Duty Free<br />
To ensure that T.O.U.C.H. is being<br />
embraced by all tenants with the<br />
same consistency and standards. It is<br />
a salient point for the airports and the<br />
country. Especially at the airport, where<br />
passengers leave the country with a<br />
good and lasting impression of their<br />
retail experiences in Malaysia.<br />
be Duty Free @ klia2<br />
Superstrap @ KLIA<br />
Superstrap<br />
Every year we look forward in providing<br />
excellent customer service through<br />
the programme. The programme has<br />
resulted in an increase in sales and we<br />
expect it to grow further. More business<br />
opportunities have led to growth<br />
gained through the Excellence Award<br />
that we received. Here, we would like<br />
to thank Malaysia Airports and Define<br />
International Sdn Bhd for coming up with<br />
such an excellent programme.<br />
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