Customer service

The Front Line

Good customer service is not just simply assisting customers, it is about helping them from the heart and understanding what they really want to buy, says Dubai Duty Free’s Dorothy Tonsan.

Employee: Dorothy Tonsan

Role: Dedicated merchandiser

Employer: Dubai Duty Free

Time in job: 11 years

Employer’s comments: Dorothy Tonsan is from the Seychelles and joined Dubai Duty Free on 11 February 2008. She has good moral values and a strong work ethic. She is very consistent with her daily work activities. Her colleagues consider her as a role model as she helps them find ways to improve themselves and to learn more.

All these strengths led her to being selected as a beauty advisor for L’Oréal Paris. She always adopts a customer first policy and loves building a rapport with her customers. She has extensive product knowledge in cosmetics and very good selling skills. This helps her to achieve her sales budget and place the brand in a strong position. L’Oréal recognised her hard work and nominated her as team leader for the brand.

Dorothy is the kind of person who always encourages other people to be mature and responsible. She advises her colleagues, especially the new ones, to observe and obey company rules and regulations and to show respect to everyone in the company.

Dorothy’s comments: “I have developed and enhanced my abilities into a different level of professionalism at Dubai Duty Free. I have been able to build my self-confidence and broaden my knowledge in different aspects. Whatever I am today, I owe it to Dubai Duty Free.

“For me, providing good customer service is not just simply assisting customers, it is about helping them from my heart and understanding what they really want to buy. Satisfying their needs makes me feel happy. It is like meeting their expectations without limits.”

To nominate an employee e-mail with the following:

  • The employee’s job title and length of service with your company
  • A short description of what makes the person exceptional
  • A quote or comment from them (optional) on their approach to customer service
  • A picture of the employee (preferably in a work environment) as a separate file

To partner with The Moodie Davitt Report to help us champion customer service in travel retail, please contact Sarah Genest at

The Moodie Davitt eZine

Issue 274 | 31 December 2019

The Moodie Davitt eZine is published 20 times per year by The Moodie Davitt Report (Moodie International Ltd).

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