Samsung recently announced its decision to open its Flagship Customer Service Plaza in Delhi, India.
The facility includes specialized zones for product demonstrations, customer interactions and face-to-face service for handheld devices.
The 26,000 sq.ft. flagship center in New Delhi is located in Okhla and will be operational all seven days with extended working hours till 8 pm. It has been designed keeping the customers’ convenience in mind and is equipped with customer interaction areas with the capacity of simultaneously handling thirty one-on-one customer interactions.
With the market flooded with smartphones, the frequently asked question is ‘what about the service?’ In a country where ‘value for money’ is the driving force of majority of customers, durability and after-sale services are of prime importance.
Recently, OPPO announced plans for an aggressive sales and service network expansion in India with a target of over 200 service centers over the next one year.
Obi Mobiles, which recently entered the Indian mobile phone market, announced plans to invest $20 million for setting up supply chain, design center and sale and after sale centers in India.
Xiaomi has also entered India with a plan to set up 36 service centers across top 20 cities with two exclusive M1 centers in Delhi and Bangalore.
With the smartphone battle becoming more intense and Samsung losing its market shares to Huawei and Xiaomi, the market leaders in India don’t want to take any chances and give paramount importance to interaction with customers.
Along with the Flagship Customer Service Plaza, Samsung has also introduced a new service approach with live repairs in front of customers to ensure complete transparency in repair charges and parts replacement. Each Plaza will have three distinct zones: Greeting Zone, Consulting Zone and Interactive Repair Zone.
Samsung is planning to extend the Flagship Plaza concept to major cities to further strengthen its service network across India. The company is also offering remote support through 3G technology for smartphones and smart TVs. Besides, a pick-and-drop facility is also available for select flagship smartphone models.
BD Park, CEO, Samsung South-West Asia, said: “With the launch of our Flagship Customer Service Plaza, we hope to establish an industry benchmark for premium customer service. Our innovative service delivery model will enable us to deliver customer delight at each step and further drive our brand loyalty.”