- As companies strive to forge deeper connections with customers, they rely on trusted after-sales partners such as Jumbo Serve to build customer loyalty and provide technical feedback on products
Jumbo Serve, one of the region’s largest networks of electronics service centers, and part of the Jumbo Group, has bagged two prestigious awards from Sony Middle East & Africa for excellence in the field of customer satisfaction and timely technical feedback.
The Sony Service Excellence Awards recognize the pivotal role played by after-sales service in building customer loyalty. As an after-sales service partner for Sony in the region, Jumbo Serve received an award for enhancing customer satisfaction level across various touch points through customer experience activities during FY2019.
Atul Joshi, Head of Jumbo Distribution, Jumbo Group said: “After-sales service is one of the pillars of customer loyalty, and its quality significantly influences future purchasing decisions – especially in the UAE’s highly competitive consumer electronics retail sector. We are thrilled to receive these awards from Sony, which are a strong endorsement of our efforts as a trusted and reliable service partner.
As companies increasingly endeavor to forge closer connections with their customers, the after-sales and support teams are an invaluable resource for gathering feedback and improving products.”
Jumbo Serve crafted several initiatives with measurable metrics to foster customer retention, including offering home and office delivery for repaired products, demonstrating high-quality standards of service and care in product handling, and meeting customers to gauge feedback and acting upon it.
Jumbo Serve’s people-oriented approach to after-sales service is complemented with state-of-the-art technical infrastructure. Its customized dark room for DSLR repairs and acoustic room for audio system testing is the first-of-its-kind in the Middle East. In addition, Jumbo Serve also offers customized service areas for broadcast and audio products and personalized service for laptops and premium products.
Currently, Jumbo Serve operates an ISO 9001 accredited service center in Jebel Ali, spanning 30,000 sq. ft. and equipped with the latest technology with service capabilities for a host of products including all consumer electronic goods and a large number of home appliances. It also has five fully-equipped service centers spread across the UAE, in Sharjah, Abu Dhabi, Al-Ain, Fujairah and Ras al Khaimah and two regional spares parts centers catering to the UAE.