Uninor has launched Grahak Shiksha Kendras’ across all its operational circles, in order to engage with customers and educate them about mobile phones and its services.
Building on it’s mass market business model, Uninor opens 200 Grahak Shiksha Kendras (GSKs) that will act as a knowledge and awareness centers where existing and customers can walk in to get information related to Uninor voice and internet services as well as resolve queries for mobile devices.
“At Telenor Group, we have a vision to empower societies through the use of mobile services. With our ambition to offer Internet for all, we believe in building and developing society through affordable mobile connectivity with reasonable and relevant services. In markets like India, we also see the need to spread awareness and educate people on how to use mobile technology, so they can enjoy and explore the full potential and use it more responsibly. The Grahak Shiksha Kendra is a step to build awareness and knowledge on how to take the full benefit of communication services in their daily lives,” said Katja Christina Nordgaard, executive vice president and head of corporate affairs, Telenor Group.
Also speaking at the launch, Vivek Sood, CEO, Telewings Communications Services (Uninor) said, “As a responsible operator serving the mass market customers, we see the need to educate and hand-hold our customers on mobile internet and voice services to empower them to make the right choices about the services they activate, explore and enjoy. Through the Grahak Shiksha Kendra, we will be able to open our stores not just for sales and support but also educate the customers on using their mobile phones for relevant services, be safe and avoid transactions that are not intended.”
The company will convert 200+ retail stores across its six operational circles into GSKs in the first half of FY 2015 and another 300 GSKs will come up by year end. Uninor hired customer relationship executives to deploy them in each GSK store, 50% of these GSKs will have female customer relationship executives (CREs). Uninor developed an in-house curriculum to train its customer relationship executives for the awareness initiative at the GSK stores. The CREs will undergo a four-day training and will be equipped to educate customers and answer to their queries.
Consumers visiting the centers will be taken through a detailed experiential session on use of mobile devices, services available, relevant key features and safe internet practices by trained CREs.
“Uninor has a strategic focus of keeping the customers needs at the core of our business operations and developing products and services to fulfill these needs. GSKs are set up as we see the need to educate and build awareness in our consumers on mobile voice and Internet services. Customers will be able to interact and gain information on products, services and basic mobile functionality by the trained CREs who have been chosen after careful evaluation and trained on delivering the right information and guidance to facilitate customers to make an informed choice.” said Upanga Dutta, chief marketing officer, Telewings Communications Services (Uninor).