ASIA AIRPORTS NEWS: EVER RICH
Ever Rich showcases 360-degree customer service experience
Taiwan Taoyuan International Airport’s recent success at the 2017 SkyTrax World Airport Awards owes much to the ingrained retail service culture of partner Ever Rich Duty Free, as Luke Barras-Hill reports.
2,000-strong Ever Rich Duty Free airport workforce is allocated to perform customer service duties. “We believe customer experience
is vital, especially nowadays, and this experience is often seen as the combination of many factors,” an Ever Rich Duty Free spokesperson tells TRBusiness. “At the airport, the impression and
Above: Ever Rich Duty Free’s customer- orientated approach permeates all aspects of the business.
O
experience will not only be limited to the products and brands list, but also the whole environment, atmosphere and service provided. To facilitate this, the retailer has
perators across the globe sit in a state of palpable
anticipation
around March; the best airports of the year are named by SkyTrax, and this year’s event once again served to broadcast the immense attractiveness of Asia’s hubs. Singapore Changi Airport scooped
top prize, followed by Tokyo Haneda International Airport. Hong Kong International Airport,
meanwhile, achieved fourth spot, followed by Kansai International Airport in 12th, Tokyo Narita International Airport in 14th, Shanghai Hongqiao International Airport in 18th, and Taiwan Taoyuan International Airport in 21st. The release of the results in
March bestowed Taoyuan with the title of World’s Best Airport Staff Service – the second time it had won the accolade, following on from its 2015 victory. In gaining first prize, it beat off competition from Seoul Incheon
Approximately 15% of Everrich Duty Free’s 2,000 airport employees are designated customer service duties.
TRBusiness 76 TRAVEL RETAIL BUSINESS
International Airport, Tokyo Haneda, Singapore Changi, among others. Reacting at the time, Dar-Jen
Tseng, Chairman of Taoyuan International Airport Company, paid tribute to the laudable customer service of the airport’s 30,000-plus staff in achieving the feat. Aside from the airline companies
and customs staff, the airport’s duty free partners were also singled out for special praise.
Praise for retail operations Ever Rich Duty Free, the long-time retail partner of the airport across its two terminals [operating alongside other Taiwanese retail operator Tasa Meng], has more than 20 years’ experience working at the airport, and claims points of sale at its Ever Rich Golden Lake Plaza on Greater Kinmen Island, Neihu downtown store in Taipei, Kaohsiung International Airport and the aforementioned Taipei Songshan Airport. In a statement following the
SkyTrax result, Ever Rich Duty Free said it felt proud to share the credit in the airport’s achievement, emphasising its desire to provide passengers with the latest duty free assortments and a warm, friendly service in true Taiwanese style. Approximately 15% of the
introduced a 360-degree customer service counter to aid travellers from all geographies. The counter also includes
photocopying and printing services, gifting wrapping and even complimentary stroller rentals alongside providing flight information and wayfinding. “The 360 customer service counter
is really an idea that comes from a customer-orientated concept,” the Ever Rich spokesperson continues. The spokesperson says that aside
developing strong merchandising duty free teams, Ever Rich also conducts a great deal of training on professional knowledge of the brands and the products they sell. “Ever Rich Training Center, led by
President [Kevin] Chiang, was set up to provide long-term training for the officers of the corporation. “Moreover,
the corporate
philosophy of Ever Rich is ‘put people first, public interest orientated’.” “All employees participate
in community work, hence uniting them together gives them the concept that giving is better than receiving. “By doing this, customer
satisfaction is enhanced and the competitiveness of the company is stabilised.” «
MAY 2017
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