Customer service

The Front Line

Praveen Kumar Sadasivan Nair sees his Dubai Duty Free store as his second home and is eager to welcome customers as guests and make them feel comfortable.

Employee: Praveen Kumar Sadasivan Nair

Role: Sales assistant

Employer: Dubai Duty Free

Time in job: 11 years

Employer’s comments: For Praveen, who has considered Dubai Duty Free as his second home in the past 11 years, assisting customers is no longer a task but a normal part of his daily routine. Currently assigned in the gold shop, he has been a major help when it comes to achieving sales targets, securing stock and orienting new staff who join the team.

Praveen’s passion for the job has never ceased over the years. He remains eager to attend product seminars and trainings, which continue to enhance his knowledge and enable him to become a better sales person. He has so far been given the ‘Most Outstanding Employee of the Month’ award twice – in August 2012 and again in February 2019.

As an individual, Praveen is someone who could get along well with anybody because of his positive approach to everything he does. This actually inspires his colleagues to do the same and enables the entire team to maintain a happy working environment in the shop.

Praveen’s comments: “I make sure that I assist every single customer in the best possible way I can because at the end of the day, nothing feels more rewarding than knowing that I made my ‘visitors’ feel welcomed in a place that I consider home.”

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 276 | 7 February 2020

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

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