Acing customer service in TR has ‘never been so important’ says Artisan People

By Faye Bartle |

Artisan People

Artisan People achieved an 85% retention rate of candidates post-pandemic.

Consumer expectations for a ‘first-class service’ is a key factor driving the high demand for and types of shop-floor-ready retail roles currently available in the channel, according to recruitment provider Artisan People.

“People still want to talk to people and expect a first-class service. We hear this feedback from our teams all the time. Therefore, customer service has never been so important to get right,” said Jo Ashworth, Founder Director, Artisan People, which is a Partner sponsor of the TR Consumer Forum 2022, taking place from 4-6 September in Cyprus.

She elaborates: “The pandemic has changed a lot of things and businesses have to be measured in their approach.

“It’s critical that we support businesses as they maintain and grow their market share by adopting a cautious approach.

“The nature of demand for staff has seen us deal in wider categories, with growth in fashion/luxury and technology.

Jo Ashworth, Founder Director, Artisan People.

Jo Ashworth, Founder Director, Artisan People.

“At this time of high demand, our core business remains the beauty category. Indeed, the demand has never been greater.”

UK-based Artisan People has been working hard to stay agile to cater to the anticipated travel rebound and achieved an 85% retention rate of candidates post-pandemic.

“The care of our team of travel retail temps did not stop during the pandemic,” said Ashworth, who has recently been named a finalist in the Recruiter Awards 2022 for Recruitment Industry Entrepreneur of the Year.

“All were furloughed and took part in training sessions throughout the duration to ensure their skills were up-to-date and ready for the return to the skies.

“This meant that we could mobilise our team during the periods when the airports reopened at short notice, ensuring none of our clients were left without staff.

“Once we were aware of when the uptake in travel was due to kick-in, we accelerated our recruitment campaigns and started onboarding and training new staff as well.”

Ashworth credits the company’s approach, and especially its operations at Heathrow and Gatwick, for it gaining a number of new airports and regional locations as clients in recent months.

“We have had to draw on our industry experience to try and meet demand, and this has showed no sign of slowing as we ramped-up to summer trade and beyond,” she said.

“It has been an exciting time as we have had to add a number of new roles and skills to our recruitment teams in order to meet demand.”

Artisan People

Artisan People achieved an 85% retention rate of candidates post-pandemic.

With the TR Consumer Forum fast approaching, Artisan People is looking forward to deepening its understanding of the international travel retail community.

“The conference is a must-attend industry event for anyone wishing to understand current trends and innovations that will be leading the way over the next year,” said Ashworth.

“The timing is perfect to be meeting new contacts and catching up with colleagues face to face, and it shows a united support for the industry.

“The conference is packed with great business sessions, with many subjects which are close to our business ethos, such as health and wellbeing and customer behaviour.

“As a sponsor for the first time, we are excited to be attending and playing a small role.

“Being a ‘people business’ ourselves, getting face time with like-minded people in the sector is hugely appealing.”

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