Service & Quality
Go Beyond & Be Our Guest
Our customer service programs supports every staff member in consistently delivering customer service that exceeds the customer's expectations.
At Lagardère Travel Retail, fostering a keen sense of customer service is one of our key values. In order to succeed, it is no longer enough to just satisfy customers but to go beyond their expectations. Our specially designed training programmes– “Go Beyond” in Asia and “Be Our Guest” in the Pacific– educate our staff in the importance of having the right attitude and in finding creative ways to delight customers.
Staff at our Duty Free and Luxury stores experience our ISO 9001 training programme, including sales techniques, language courses and intensive product knowledge.
Through regular tests and ‘mystery shopper’ visits, our sales staff are evaluated and rewarded for high performance, while constant tuition focuses on welcoming the customer and guiding them in their choice. We undertake mystery shopper assessments at every one of our stores at least four times every year.