market visit october 19 th & 20 th 2011
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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 - PowerPoint PPT PresentationTRANSCRIPT
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Company Confidential
Market Visit October 19th & 20th 2011
Report #1
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Company Confidential
Mymensigh
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3 © 2011 Nokia ConfidentialCompany Confidential
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
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Entrance of the Care
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Entrance of the Care
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Peon fix phone & attending front desk??
Who is going to take the liability if the peon damages the phone as he is not trained !!
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Reading paper (Center manager) – while customer is waiting in front of him
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Comment box never used or cleaned
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AC not working for a few months
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Ambience not kept well….why chairs which is not according to Nokia brand??
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11 © 2011 Nokia ConfidentialCompany Confidential
Front desk -not wearing uniform & sitting in back office
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Another grey repair center being promoted on the entry door : Samsung, Sony Ericsson & Nokia
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Location – Care road Whole sale commodity area
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Company Confidential
Thank You