VIP DStv Installation… new offering from Multichoice
Unveiling the scheme in Lagos last week, the General Manager, MultiChoice Nigeria, Mr. Martin Mabutho, said that as an organisation, it was worried that its customers are not getting maximum benefits from the service they pay for because of technical hitches, reason it decided to invest quite heavily in its after sales support through training installers and bringing in a satellite equipment supplier from the United States.
He further said that it knew that if subscribers kept complaining and nothing was done, it could tarnish its brand, which it does not want. “So it is important that we stop it before we get to that. So that is the tangible benefit of having a good brand where customers are helped with after sales support. We are not saying that after you will buy a decorder, you will never have to phone to make complain, it is technology, even a car you have to service it. But when somebody has a problem we need to react and support him immediately and make sure that the problem is not going to re-occur within a short time.”
With over 500 installers already trained, Mabutho explained that the training was done because some of the installers outside are not quite conversant with how to install. Besides, they were using substandard materials. “And that is why we have brought a leading American company into the supply of satellite equipment to Nigeria to supply the materials.” He also said that the over 500 installers were trained to empower the youths, as government alone should not carry the task of providing employment. “With this initiative, we would be empowering people to feed their families and improving the economy,” he said.
Giving more insight into the after sales service scheme, he said that there have been a lot of request for elite services by premium subscribers, who felt they pay more but are not getting special treatment. “And the customers are asking, where is the benefit. If you patronise some institutions, as a premium subscriber, there are benefits, like in the airport, you do not queue, or you get discount.
“And we felt we should look in-house to improve and give better service to our VIP customers. One, if you have an explora in your house and you cannot rent a movie, if you call us, we are going to do it for free because we have classified such customer as a premium subscriber. So it is stratification of our subscribers, the premium subscribers will always get better treatment. They deserve it as they pay more.”