On Friday last week Huawei held a ceremony in Nakuru to announce the opening of its new service centre – the Huawei Service Centre for Rift Valley Region centered in Nakuru. This new service centre becomes the fourth Huawei service centre in Kenya. The first two service centres that cover Nairobi and most parts of Eastern region are located in Nairobi whereas the coastal centre is located in Mombasa.
The Rift Valley region Huawei Service Centre has been opened at a time when mobile device manufacturers are under pressure to innovate in order to maintain a long term relationship with customers and hook them to their various brands. For Huawei, Customer service has proved to be the key solution to its growth strategies. The company has continued to define personal relationship with customers as an important aspect of its business outlook.
Huawei launched its fourth customer care center in Nakuru to take care of its customers from the Rift Valley region in Kenya. This centre serves over 1000 customers per month who have software related issues and the center expects to manage 90 percent 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 organizations 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. “Our customers expect immediate help and it’s our job to advise them in regard to how they can manage our devices, handle their warranties and software improvements. Setting up this center will help customers connect with the customer service representatives for a personalized service, at the end, this encourages repeat purchases and a long term relationship”.
Investing into such centers enables Huawei to create an emotional intelligence platform that provides customers the ability to request and receive help with their products at the very point of need. According to Mokono, through the center, customers will be more empowered about the Huawei Mobile line of devices and believe in the company’s innovation journey.