StarTimes tips dealers on customer service delivery

Dar es Salaam. Digital Television broadcasting operator, StarTimes Tanzania, urged its dealers at the weekend to deliver the best customer services to their clients if they are to thrive in business amid increasing rivalry.

Customer service gurus believe care to clients is at the epicentre of a company’s growth. Studies show that close to 70 per cent of customer defections occur when customers feel poorly treated. It is also believed that for every customer who bothers to complain, 26 other customers will remain silent.

A US customer care guru John Tschohl once told The Citizen during a past interview in Dar es Salaam that an average wronged customer will tell between eight and 16 people about it and that if a business reduces customer defections, it stands a chance of boosting its profits by up to 85 per cent.

And, in apparent reference to such a background, StarTimes Tanzania hosted a special event at the weekend which brought together all of the firm’s dealers.

“Apart from other goals like networking, improving more cooperation, this event seeks to help us share information with our dealers and discuss the services, products and our special promotional policies so that our dealers share the same with consumers of our products,” the firm’s sales manager, Mr David Kisaka said.

He said StarTimes currently has over one million customers on its list.

“This is why we need such events so as to make sure that the customers receive the right information at the right time,” he said.