Going the extra mile in customer service at Huawei

Huawei consumer customer service centres in China have a lot of competition from small repair service shops around town - so in line with their focus on the customer experience, they try harder. These are the services that Huawei provides at a representative customer service centre in Shenzhen, China, in the heart of Shenzhen's tech zone:

As with any customer service centre, customers take a number and wait to be served. The text in yellow at the bottom left corner says: "Huawei welcomes you."

Waiting customers can gauge how long they have to wait by these pie charts. The time spent on serving each customer is listed at the top right corner. Each visit can be divided into four stages, beginning with recording the complaint, then examining the device, followed by actual work done, and then returning the device. The segment in bright blue shows which each customer is currently at.

Devices may need to be backed up before servicing, and Huawei provides desktops to do the job. 

The actual servicing takes place behind a glass panel. The shelf in the background is meant to house devices queued for repair. Each shelf has a label indicating a time to help technicians keep to a one-hour servicing promise. CCTVs are installed in this area so performance can be remotely monitored.

Laser engraving services are available for a fee.

Here's a closer look at the type of engraving that is possible. 

The customer service centre also doubles up as a retail outlet, selling smartphones as well as accessories like phone cases, power banks and routers.

Smartphones are provided for sale as an alternative option for customers who find the cost of repairs too high. 

Huawei also offers a consultancy service similar to Apple's Genius Bar for consumer customers who have questions about using their smartphones. Many of Huawei customers are older or less tech-savvy, or they may have just bought their first smartphone, an on-site customer service representative explained.

Interested?

Browse the TechTrade Asia blog post about Huawei's Shenzhen campus

Hashtag: #华为OPENDAY

Note: This report stems from a Huawei-hosted visit to China. The company sponsored accommodation and travel costs.