21/Nov 2011Nuance-Watson Singapore honoured once again for Excellent Customer Service
Forty-seven staff of Nuance-Watson Singapore were recognised once again for providing outstanding service and honored at the National 2011 Excellent Service Award (EXSA). This is the fourth consecutive year the Nuance-Watson team is recognised for their high service standard. The company is also the only travel retail operator at Changi Airport to receive the EXSA recognition.
EXSA is the most important nationwide service award in Singapore that aims to develop service models for staff to emulate, and to create service champions. A total of 47 Nuance-Watson’s front-liners were applauded at this year award ceremony for its customer service excellence, out of which 1 were conferred as a Star recipient.
Managed by seven industry lead bodies and supported by the Singapore government, EXSA aims to inspire service staff to scale new heights, identify service role models, encourage service champions and recognise the efforts of service staff.
Conferred at three levels – Star (being the highest level), Gold and Silver, the EXSA nominees need to fulfill the judging criteria during the qualifying period, i.e. 1 Apr 2010 to 31 Mar 2011I. Nuance-Watson Singapore is proud to produce 1 Star, 6 Gold and 40 Silver winners under the ‘Retail’ category for 2011.
Alicia Chin, Human Resource Manager of Nuance-Watson Singapore said, “It is indeed encouraging to see our front-liners receiving this prestigious honor. To be a winner, the staff needs to demonstrate outstanding services at all times. Given the retail environment at the airport, it takes even higher level of passion and commitment to always be ready to serve, let alone providing high level of service. With the high number of winners, it is proven that our comprehensive training and dedicated resources to provide sound Customer Service is on the right track.”
As the incumbent travel retail operator managing twenty-two Perfumes & Cosmetics and five fashion and lifestyles stores at Singapore Changi Airport, Nuance-Watson takes prides in its methodology in developing highly committed front liners and are reputable for contributing significant resources to meeting and improving customer service to global level standards. The shops operate round the clock and serve over 5,000 customers a day.
26/Sep 2011NWS took home Changi Airport’s “Outstanding Outlet” and “Outstanding Individual” awards
Nuance-Watson (Singapore) is proud to be the winner for “Outstanding Outlet” category in the Changi Airport’s Quarter 2 “Let’s SMILE” award, an accolade to recongise outstanding customer service at Changi Airport. The company is also pleased to produce one of the five recipients for the Individual category under the same award.
Perfumes & Cosmetics store at Terminal 3, Departure Transit Lounge South took home the ‘Outstanding Outlet’ category. For the individual award category, we like to extend our heartfelt congratulations to Ms Guo Jia Fion, our Origins beauty advisor based at the Perfumes & Cosmetics Terminal 2 store.
09/May 2011Nuance-Watson Singapore honoured for Excellent Customer Service
Singapore, May 6, 2011: 35 Nuance-Watson Singapore’s staff received the Excellent Service Award for providing quality customer service at Changi Airport at the award ceremony held earlier today. A National award that distinguishes individuals who have delivered quality service, the accolades mark the third consecutive year the Nuance-Watson team is recognised for their service standard.
Launched in 1994, the Excellent Service Award (EXSA) is the most important nationwide Service award in Singapore that aims to develop service models for staff to emulate, and to create service champions. EXSA is managed by seven industry lead bodies and supported by the Singapore government. The awards aim to inspire service staff to scale new heights, identify service role models, encourage service champions and recognise the efforts of service staff.
The Excellent Service Award is conferred at three levels – Star (being the highest level), Gold and Silver. Nuance-Watson Singapore is proud to have 2 Star, 2 Gold and 31 Silver recipients this year.
Ms. Jolyn Kwan, recipient of this year Star category and a finalist for the ‘Superstar’ title, says, “I am delighted and honored to receive this recognition. As a previous recipient for the Star and Gold categories in 2009 and 2008 respectively, this award gave me a strong moral boost and it further spur my motivation to provide an even higher level of service to the customers going forward.”
“Everyone likes to receive good service. Especially at the airport where time is of essence, customers tend to feel a sense of urgency to be served as quickly and as fuss-free as possible. This is why the need to understand airport operation and product knowledge is very important. Additionally, the willingness to provide good customer service will reflect in your actions,” adds Ms. Pauline Choo, another recipient of the Star category.
“We have 22 Perfumes & Cosmetics and 5 fashion and accessories stores across all four Changi Terminals. Our shops operate round the clock and we serve over 5,000 customers a day. To be able to provide quality service at any point may be a challenge to many, but the fact that 35 staff is able to receive this recognition proves that customer service, if it’s from a sincere mindset, can be attainable. We hope that the awards will provide a benchmark and motivate the other front-liners to work toward it,” said Jennifer Yeo, Operations Manager for Perfumes & Cosmetics (Nuance-Watson Singapore).
Sales consultant Sabrina Chu from Terminal 3 Perfumes & Cosmetics shares her beauty secrets.
Qn 1: You received a Changi Airport SMILE award for outstanding customer service - What led to this?
Sabrina: It was a heart-warming episode. A gentlemen bought close to S$500 worth of perfumes from us. He was left with no cash and I volunteered to pay S$80 for him, and to bring the perfume out to the Arrival Hall where his wife was waiting. I guess he put in the good words for me in the feedback form.
Qn 2: Among all your products, which is the best-seller today?
Sabrina: The new fragrance Adventurous by Estee Lauder is doing well at our stores, perhaps due to the fact that it was exclusively launched with us, ahead of other airports.
Qn 3: Perfumes & Cosmetics is a must-stop for many travellers - What is the reason for its popularity?
Sabrina: First, the stores carry value sets exclusive to travel retail. Second, our staff is generally more well-informed about products than downtown stores as we work in an open environment instead of behind the counter. We are able to provide better advice.
Qn 4: Which products are your personal favourites?
Sabrina: I love the new Gucci Guilty fragrance - it has a unique scent and the limited edition refillable packaging makes it even more attractive. I am a fan of SK-II when it comes to skincare and for makeup, I adore the Christine Dior range as its colours are not only strong and trendy, the quality is also highly notable.
