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Market Visit October 19 th & 20 th 2011

Market Visit October 19 th & 20 th 2011 . Report #1. Mymensigh. Key Findings – Care . Overall look and feel is not as per Nokia standard place is extremely dirty & shabby - entrance & inside

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Market Visit October 19 th & 20 th 2011

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  1. Market Visit October 19th & 20th 2011 Report #1

  2. Mymensigh

  3. Key Findings – Care • Overall look and feel is not as per Nokia standard • place is extremely dirty & shabby - entrance & inside • When we disguised as customers & filed our complaint – reply was we will try to resolve by tomorrow or might take more then 10 to 15 days • Customer Care Staff: • Not wearing uniform & grungy • Staff have no training on customer relation management: • impolite & indifferent • while the customer was sitting in front of them staff was reading the paper • The peon is standing in front desk and talking with customer • Retailers have complained that the staff at care - are taking cash for fixing phones and worried that there parts will get stolen if given. Overall reputation is bad among the retail community • Location of the care is inappropriate : • It is located in the wholesale trade hub of commodities market • Difficult for customers to go due distance & location

  4. Entrance of the Care

  5. Entrance of the Care

  6. Peon fix phone & attending front desk?? Who is going to take the liability if the peon damages the phone as he is not trained !!

  7. Reading paper (Center manager) – while customer is waiting in front of him

  8. Comment box never used or cleaned

  9. AC not working for a few months

  10. Ambience not kept well….why chairs which is not according to Nokia brand??

  11. Front desk -not wearing uniform & sitting in back office

  12. Another grey repair center being promoted on the entry door : Samsung, Sony Ericsson & Nokia

  13. Location – Care road Whole sale commodity area

  14. Thank You

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