Eros steps up service

Retail and distribution player Eros has added another notch to its service offerings with the opening of the first Dubai customer care centre dedicated to Samsung products. The new centre is designed to provide a hassle-free service experience for customers in the UAE.

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By  Alex Malouf Published  December 30, 2004

Retail and distribution player Eros has added another notch to its service offerings with the opening of the first Dubai customer care centre dedicated to Samsung products. The new centre is designed to provide a hassle-free service experience for customers in the UAE. “Customers’ expectations are constantly rising, and we intend to fulfill those expectations with a service and an environment where he or she can relax,” said Deepak Babani, Eros Group CEO. “Our centre fits in perfectly with Samsung’s own vision of consistently establishing and improving upon customer-excellence benchmarks, and will further enable us to strengthen our relationships with customers across the UAE.” Eros has taken the service plunge in offering a host of extras to customers who use the centre. Free internet access is on offer at the centre, and customers can also download information and programmes for their mobile phones. Delivery and installation of large items such as LCD televisions is now free of charge, and corporate clients, dealers and distributors will soon be able to check on the product’s repair status via the web. The goal of the centre, and Eros’ wider retail arm, is to ensure that the ‘customer is king’. As the UAE’s retail market becomes ever more crowded, the only difference between companies will be the service and support on offer to shoppers, according to Rahul Misra, retail manager at Eros. “The same product is being sold by a multitude of retailers today. So, in the eyes of the public, the only measure of a retailer is through what value-adds we can provide to them,” explained Misra. “I’d like the customer to make the payment, go home and allow us to install the product, which we will then demonstrate to him to ensure that he knows how to make the best use of his purchase. Even after that, if he has any kind of query he should have a fully-fledged support system in place. The retailer needs to handhold and help out consumers as much as possible. That is what I believe Eros can offer,” he added.”

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