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Huawei bets on customer service to drive sales

BUSINESS
By Standard Reporter | October 3rd 2016
Pressure to innovate has become a key element for operation equipment manufacturers to maintain a long-term relationship with customers and hook them to their various brands.PHOTO: COURTESY

Pressure to innovate has become a key element for operation equipment manufacturers to maintain a long-term relationship with customers and hook them to their various brands.

Customer service has proved to be the key solution to Huawei Mobile Kenya especially as the mobile device company continues to define personal relationship with customers as an important aspect of its business strategy.

 The company launched its fourth customer care centre in Nakuru to take care of its customers from the Rift Valley region in Kenya.

This centre serves over 1,000 customers per month who have software related issues and the centre expects to manage 90 per cent of inquiries from the customers with highly trained staff and superior equipment.

 Early this year, Huawei commissioned one such service center in Nairobi and Mombasa. Ultimately, as organisations struggle with competitiveness around price and product, one of the things Huawei Mobile is looking at as an opportunity for differentiation is customer experience.

 “The standards for customer service in the mobile device business are higher now,” says Humphrey Mokono, Western Region Head, Huawei Mobile.

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