Market Visit October 19 th & 20 th 2011

Company Confidential

Market Visit October 19th & 20th 2011

Report #1


Mymensigh

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


Entrance of the Care


Peon fix phone & attending front desk??

Who is going to take the liability if the peon damages the phone as he is not trained !!


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


Comment box never used or cleaned


AC not working for a few months


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


Front desk -not wearing uniform & sitting in back office


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


Location – Care road Whole sale commodity area


Thank You

Market Visit October 19 th & 20 th 2011

Documents

Transcript of Market Visit October 19 th & 20 th 2011