The award was the result of an international competition by Siemens Mobile Phones across 25 countries in Europe, Asia, Africa and the Middle East, to promote the concept of quality customer service.
The criteria for winning the award included best customer care, time frames for servicing, structure of handling issues, inventory management, network and distribution systems. The award consisted of a commemorative plaque and all-expenses paid extended weekend trip to Paris for three service engineers and customer care representatives from Technocare, a subsidiary of the Kooheji Group.
“Technocare’s winning of this award represents the sizeable efforts built in place over the past two years by the company,” said Asim Sukhera, head of Siemens Mobile Devices for the Middle East. “Standing out from such tough international competition is clearly proof of the high standards set here. Today’s mobile devices are complex, software driven equipment and customer care and service are integral aspects to making the total ownership experience work.”
Today, the concept of customer care in the mobile phone industry has evolved from being the back street repair facility to a front-end showroom. Siemens customers for instance, can now walk into a Siemens Value Centre to get free information and advice, download ringer tones and bitmaps for their handsets and generally be informed about new developments in an interactive, friendly atmosphere by informed staff. The Technocare customer care facility has a system where handsets are repaired within 20 minutes in most cases and temporary replacement handsets are provided for repairs that take longer.
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