Posts Tagged ‘Nitish’
All of us know that what all those customers visiting Care/Service Centers have in common;
They all do visit if the product is not functioning properly, repeat problems or in certain cases they are negative towards the company itself.
When you look at things in this way (specially the last point), then it becomes very important for companies to curate a top class Care/ Service Center experience to tackle the aggressions and disappointments of consumers.
As customer experience and customer service increasingly become a strategic priority for companies looking to differentiate themselves, most of them are realizing that some of their consumer interactions (face to face or contact centers) represent more than just costs; they’re moments of truth for customers, points in time that significantly impact customer loyalty.
If we sit back and recall our last Service Center experiences, then I am sure that we can sure remember one of those worse ones a few years back and we can sure remember that how we talked about those experiences with our friends. It clearly shows that much important Customer Care is. Are companies really doing something about it now in recent years?
Luckily, I got a chance to visit and see the process followed by Nokia Care Centers in general and would like to share the same with you so that you can understand that why Nokia remains consumer’s favourite.
Nokia Care: the process
As about the looks and process inside a Service Center, it changes as per the user base and type of handsets change city by city, area by area, time by time, so its not exactly possible to keep each Service Center in the same way as a metropolitan city would have. Yes! there might be alterations in minute details in comparison but more or less, Nokia Care Centres catch the consumer eye. They are easy to locate & give a comfortable feeling once you enter. The basic amenities like seating space, air-conditioning, cleanliness, decent branding are common to all Nokia Care Canters.
Let me now share the different elements of a Nokia Care Center:
The reception in a traditional Nokia Care Center has been replaced by a Token System that generates token on the basis of task category & also sends this information to Care Center manager. You get a touch based, ATM like looking token machine with different task categories from which customer can select the relevant option.
As you can see, this system removes the middle man carrying up your tokens and subsequent order no. The new system is very transparent in its functions. While the centralized reporting helps Nokia in further improvements, but it also improves the turnaround time with per call.Along with token, you also needed to fill Customer Information Slip for record purpose, so that Nokia may contact you about your experience if required.
Waiting area: Comfortable seating at the Waiting area makes it relaxing. An LCD TV is showing the latest Nokia promotions about products as well as valuable Consumer Information like (Do’s & Don’ts, Consumer Awareness initiatives like Recycle etc.). Another LCD displays token allotment and also the average waiting time.
Monitoring and tracking the tokens: It sounds too good to be true but gone are those days when you were needed to sit for long in Nokia Care Centers to get your number. While efforts are made to attend to customer at the earliest, in case any customer is waiting for long, the Center manager would attend to the customer himself. The company monitors the Average Waiting Time centrally to take corrective actions..
Service Desks: The number of service desks depends on the location & number of customers visiting the Care Center and the one that I visited was at Delhi, it had larger number of desks.
Like the one, you see here, Nokia Care Protect plans extends your warranty for 12 months more (Obviously after inspecting your device once and if found perfectly fine), which will be exactly same as the normal warranty. Unfortunately, only those users that are covered in warranty can enjoy this benefit, not the one who are left with expired warranty.
Technical Desks: Not all the issues are as simple that one expert can solve without doing dirty things like opening your device or opening screws within mins, so all the cases that require further work beyond just an expert inspection, will go into technical section.
Obviously consumers are not allowed to enter into technical section as it requires some form of Electrostatic Discharge (ESD) protection, though all such technical desks will always have a transparent glass front. Logic behind the transparent glasses is, people out there can have a view if the technical desk want to show them the exact problem with their handsets.
Feedback Section: I am not sure if I would have come across a cute feedback section like this in some Service Center. It was pleasing to see the openness & transparency at Nokia Care Centers to collect customer feedback.
And more better is, this is not just namesake. Put a negative feedback and you can be assured that someone will personally meet you or call you about that feedback.
Collection Counter: Obviously not all issues can be resolved within mins or even in hours, many a times, you need to come to Care Center on a later date, just for the collection purpose. Obviously, it doesn’t make sense to put a customer coming for collection into the same queue as of people with complaint. Obviously, a separate desk for collection.
Accessory Replacement: Nokia Care Centers maintains a stock of commonly used accessories batteries, headphones etc. Let me remind you, you will never get a repair of headphones and batteries in case of Nokia as such items get instantly replaced with a new one rather than doing some ad-hoc solution (obviously when in warranty)..
Nokia ensures adequate stock in all Care Centers to avoid disappointed customers coming for service. The stock in Nokia Care Center varies as per patterns of consumers visited there.
Internal Training & skill enhancements: We were very excited to know if those technical desk people were given chance of having hands on over latest upcoming gadgets before the marketNokia keeps on training each one of them about handsets throughout the year.
Outcall to customers about their experiences: This is another feat that Nokia seems to have adopted from the best practices of service industry. Random calls to Customer to know if they have been satisfied with their experience with Nokia Care Center. Also if they have any suggestion in mind for further improvements. All of such calls get well documented and forwarded to concerned authorities for further decisions if required.
So, this pretty much sums up what a Nokia Care look like and functions like. When I was asked, for me it was actually hard to come up with a suggestion to bring further improvement.
Do you find the process good enough or do you have some of your own suggestions? Do you have any good or bad experiences with Nokia Care recently? Please share them with me, I hope you will be listened by right ears.
It rarely happens that I write a Layman’s Take on a Symbian App, barring Gravity posts, but when I was checking out the latest fMobi version 2.5, then it certainly felt worth mentioning and we are here, reviewing fMobi 2.5 that is being called as the best Facebook client out there for Symbian.
While Official Nokia Social app been already a pain for Symbian users, more tragic was the absence of official apps from Twitter/Facebook like popular social services. Adding more insult to injury was the web browser part that never got a preferred treatment from these services despite of having Symbian in market leading position for a time. Part of the blame goes to tedious development with conventional C++ that was always a tough job for developers due to rapid changes across interfaces\features of social sites. With Qt though, Symbian got a sigh of relief and out of many apps getting benefitted from it, one was our fMobi.
fMobi: First released on 05 July, 2011 (not sure of exact date), the Qt-Based Facebook client fMobi kept on growing its fan-base by each passing day due to plenty of features combined at one place with a smooth working UI (Thanks to Qt). You can understand the level of popularity by the fact that It didn’t took even three months, when it got acclaimed as best Facebook Client for Symbian by Nokia itself.
Its not that I didn’t noticed it then, but somehow it was features like shaky split screen input etc (not a fault of app itself but Qt version issues) that kept me away from embracing it fully rather than relying on some other apps, but this fighter app didn’t gave up and kept on luring me time to time with each update. And when I checked out the latest version 2.5, then I was like.. this is the right time, when the app deserves a mention like a Layman’s Take on fMobi.
What makes fMobi special and superior over other clients out there?
The keywords are innovation and consistency which makes fMobi always one step up ahead of the competition. fMobi chooses a different UI and mannerism than the official apps and yet delivers an experience that brings you best of Facebook activities. Being in latest Qt, its smoothness/animations in various actions, native split screen integration and its own way to notification will sure please any Symbian user.
it might not be free like some of the Facebook clients out there, but the way, this is being developed and being enhanced in each iteration, I couldn’t even compare it with any of the existing clients out there (when there is no real official Facebook client there and Nokia Social is kind of no challenge since always). A few things certainly worth the price (Just Rs. 50/-).
Its been enough long since I didn’t came back about the much awaited Nokia N9 post, the Layman’s Take on Nokia N9, but I wanted to assure you that I wasn’t lost and was exploring the beauty from the most critical angles, so that you can get a view beyond the praises, beyond the technicalities… beyond the background stories … beyond Meego’s Future etc.. just a practical and real life plain view about the device and here I am .. back again..
What will you do if …
You know that you are among least wanted out there …
You know that nothing matters now, no matter how hard you try …
You know that this is actually the last life you are going to live out there …
If you have to face the world out there alone as even your own people will back off from you …
Yes! this been exactly the thing with Nokia N9, when it was waiting for its turn to come out in lights.
Odds from whole universe been tiding their hands against this lonely warrior. Big tech blogs were habitual of discarding anything from praises, if a name Nokia attached with it. Think of the adrenal in your veins when you know that people are ready to discard you even before giving you a tiny chance, leave the talk of a fair chance, think of the thoughts going on inside, when you know that even your company don’t want to launch you all over the world and just want to pass it on?
Do you know, what Nokia N9 did?
It did something that only heros do, like Beethoven did, with composing legendary music even when he went medically deaf. Nokia N9 stood tall in front of all the odds and turned around the things single handedly.
Its been long since when we heard literally hundred percent reviews about a Nokia filled with adjectives only and when it happens then if it tempting you to know about it “more and more” then you are perfectly sane. After all, when people like Gizmodo, who even refused to review Nokia N8 (still the best Nokia phone for me till date), feel tempted about it, then why should you hide your lust for it?
I had every reason to literally beg for this gadget pornography and thank to kind people at Nokia, I wasn’t denied like always.
But who was I?
The one who started his mobile blogging with almighty Nokia N900 and still dreams about that “old” resistive device only, I was obviously not surprised by the praises coming in the way of Nokia N9, knowing that it was successor to Nokia N900 itself with removal of most of its shortcomings (not all).
I was obviously not starting afresh here. I had my own expectations, coming from Nokia N900 and Nokia N8 combined, let’s see what I felt about the device, but I should warn you that once you click the Read More link, you are into a post that is as big as around 11000+ words, more than double larger that any other review I posted till date..
While the excitement of receiving a Nokia N9 one day back isn’t over yet, the first day of November opened the another door for Layman’s Take. This time, I got BlackBerry Torch 9860 (All-Touch) review unit for seven days. (The first from an Indian PR and really the quickest response I would ever had from anyone other than Nokia)
That’s bound to be an exciting week for me and readers sure gonna get an entirely fresh take about a Blackberry because, if you bar a few mins interactions with old BlackBerry models, then I been totally unaware of the new world that been sweetheart of most of the business persons out there.
So, what you wanna hear about this new world? Or what you wanna suggest me about it? Send me all those questions, comments, tips on email@example.com or @nkumar_ I am waiting ….
Finally it is the time to end the suspense and to reveal what I been holding since last few days. Yes! The One is here. The one you waited to hear about from me, the one, over which I was dying to get my hands on. And finally thanks to Tom and Paul, it is here. King of kings, Nokia N9.
Its been 323 days back from here, when I requested the Santa to bring a Nokia N900 for me and while I thought he missed my plea back then in flood of pleas from others, I can hear that he didn’t missed me, but thought to greet me with something even bigger than that. Something that might have removed all the shortcomings of Nokia N900 I once cribbed about and bring this much more than for counting even my fingers could fell short.
It is a dream come true.
I know you wanna hear all about it, I know you wanna see all what you haven’t seen.. in next coming days, I will try that I wont disappoint you all. Now let me go back to the dreamland again.
So, while you have seen that how Nokia 500 looks like and what’s the content inside via the unboxing video, its time to do a recap and then back to usual Layman’s take.
Like I said in last post, low price phones like Nokia C5, Nokia E5, Nokia 5800, Nokia 5233, Nokia 7230 etc always had a special place for me and I gave them a due whenever got a chance, so when you hear about a phone with 1GHz processor under 10k, then its kind of natural to get excited about it. Nokia 500 been the first of 1GHz Symbian Smartphone lineup from Nokia and while its obviously not going to be make big buzz on big tech sites you read, this is sure something that mean business in Asian countries.
Nokia 500: The naming scheme
It’s been a lot of confusing lately with names like C6-00, C6-01, X2-00, X2-03 etc… but finally Nokia taken the suggestions and went back to the old naming conventions like we knew Nokia sometimes back in era or Nokia 1100, 6600 etc…
Pure numeric names for the consumer models and special names for the flagships.
Sure the convention here actually has some different meaning than this, but that’s the way normal consumer may understand it better. So, a good news to see the names like Nokia 500, 600, 700, 701 etc.
I am not sure that many would remember that this is not the first Nokia 500 model. Yeah! it might come as a surprise to you that there was already a product named Nokia 500 Auto Navigation , which was a car navigation device with a 4.3” resistive touch screen with 480×272 pixels resolution supporting 65k colors. More interestingly, this device from 2008 had Samsung’s 400 Mhz CPU. Did you knew it?
While no reviewers seem to be pointing over this, but I find it a bit strange that why Nokia thought to make use of this name? Anyway, as that TomTom competitor is ancient now, so I don’t think anyone will bother when the name Nokia 500 sits tight with the names of other devices in the same range (Nokia 600, Nokia 700, Nokia 701).
Though still we heard of two more product in the old confusing naming, but we should say kudos to Nokia for listening their community and changing the naming scheme finally.
Let’s see what I seen and thought of Nokia 500 …
It might feel odd for a few, but low price phones like Nokia C5, Nokia E5, Nokia 5800, Nokia 5233, Nokia 7230 etc always had a special place for me and I given them a due whenever got a chance. In past, there been many of the readers mails been of similar kind of questions that “what to choose if want to buy a phone under 10k-15k?”. So, it was obvious to be excited when I heard about a Nokia phone coming at a price less than 10k with 1GHz processor, 256 mb RAM and most importantly a capacitive screen. May be the same was the reason that Paul @WomworldNokia decided to give me one of the units for reviewing it and here it goes the unboxing video of the same..
I must admit that for many like me, Nokia 500 is an odd man out there due to no 3D Acceleration support and only Symbian Anna as an OS on it, but still if you think reasonably and think of the fact that what options were out there for people under 10k range and compare this 1GHz capacitive phone with earlier Nokia 5800, Nokia 5233, Nokia C6-00 etc, then you will know that why this is a welcome step.
Sure, one can’t help but get impressed that how Nokia managed to keep the premium feel in such a low price device as well. Remember the designs of Nokia 5800/5233 and just look at this… lovely for its price, isn’t it?
If you think that its just another Nokia/Symbian, about which we are hearing a lot of negative buzz in recent, then watch the video given below and think again, if you have seen it anywhere else and then remind yourself that it’s just a <10k device…
What you say?? Tell me on @nkumar_ or at firstname.lastname@example.org that what more you wanna know about this.