Alpha Orient Lanka serves an ACE

Alpha Orient Lanka is to focus on customer service and staff training this year as part of a new project called ACE­ – Alpha Customer Experience. The company has set itself the target of increasing transaction spend by 15% and penetration by 5% this year as it attempts to continue growing sales despite declining tourism numbers in Sri Lanka.

 

The retailer is launching a range of new initiatives that Alpha Asia managing director Paul Topping said aimed to turn customers into advocates for Alpha Orient Lanka. These include greeting passengers at stores with refreshments and face towels, shop floor assistance for booking hotels and taxis, and telephones in the store where customers can provide feedback on the service. The programme will be augmented with customer care training and knowledge-sharing between shop staff and suppliers.

 

Topping said: “At Alpha we have always put the customer on a pedestal, but this year we are going to try even harder and are aiming to turn those customers into advocates.”

 

The retailer will focus the project on Sri Lankan passengers, which represent 68% of passenger traffic at the airport.