Nuance-Watson (HK) recognises star quality

Nuance-Watson (HK) has launched a 6-Star Best Service Competition to reward and recognise staff performance. The travel retailer honoured 11 members of the team who were nominated as the Best Service Stars from its 600-strong frontline workforce last month. The winners were voted for by customers at all 49 Nuance-Watson stores and outposts at Hong Kong International airport (HKIA) in May and June.

Nuance-Watson initiated the competition as part of its commitment to encourage excellence in customer service. The competition was based on the six-step best-selling process pioneered by Nuance-Watson’s co-owner The Nuance Group and later adopted by Nuance-Watson to further enhance service quality.

Nuance-Watson managing director North Asia Alessandra Piovesana said: “Leaving aside product offers and in-store ambience, customers are what retail is all about. Ultimately, the real “magic” in the sales process occurs at the point of sale. At Nuance-Watson, we not only care about the quantitative sales side of our business, we are also passionate about the quality of service we offer. Consequently, we always believe that there is room for us to do more. The introduction of the “6 Best Service Steps” initiative was yet another way in which we are delivering on our commitment in this area.”

To invite customers to enjoy the superior benefits of 6-Star Best Service, all staff at all Nuance-Watson stores at HKIA sported a Be Our Guest badge. Customers at each store were encouraged to vote for the staff members they felt successfully completed the following 6 Best Service Steps while handling their transactions: greeting and approaching customers, identifying customers’ needs, product recommendations and benefit selling, obtaining customer commitments, offering add-on recommendations and closing all transactions efficiently. The competition was divided into group and individual categories.

In order to ensure maximum awareness for the competition, Nuance-Watson prepared a wide range of display items. Key visuals incorporated a Nuance-Watson representative waiting to greet customers in front of a 6 star-shaped staircase leading up to a 6-Star Best Service icon. Specific in-store display items included three-dimensional displays, shop front banners, light boxes and pillar wraps.