Quality of customer service in Saudi Arabia

Hello,

we can consider that the after sales in Saudi arabia is with fact response expectation, staff will act quickly but in many cases they will act only if a they received a complaint, rarely will see a follow up of after sales,

the main weakness point is the lack of ownership, we are usually hear "not our scope" or "supplier issue"

In KSA, the customer expects:

“You solve it, regardless of who caused it.”

What Customers in KSA Actually Want

Speed + updates

Simple communication can matter :

Not long reports—just:

What happened

What we will do

When it will be fixed

Hello rafeeheraki,

Thanks for sharing these insights!

You made some very interesting points mentioning ownership and quick, clear communication in Saudi Arabia. I especially like your point about simple updates: what happened, what will be done, and when it will be fixed.

Do you find that companies adapt quickly to meet these expectations, or is it still a challenge in most sectors?

Cheers,

Cheryl

Hello,

Profit vs Planet - perhaps comes up in one or the other discussions, these days. My point of view, It's not a disaster to talk about customer support in KSA, however it is not delightful either.

Complaint or support management - how many of us use a structured approach [CXMs] to its best effect? Well as it is, when demand is more than supply constraints [guess most sectors], perhaps it is not a surprise to see diluted customer focus.

At present, in a broad sense it appears appetite for profit seemingly overrides the quality management expectations. This is good for short term expectations; however, a sustainable long-term growth will invite more effort.

Here is one experience: - Last year, i purchased a robot floor cleaner from a well-known brand. It was disappointing to see it get stuck on carpets, corners. Though manufacturer refunded full amount eventually, the harrowing experience to share videos/photos/emails/calls to convince their customer support over 2 months was not great. Well, satisfied, i may have played my bit to improve one product for its future quality.

I would hope, the digitisation goals for 2030 should fix most of the finer customer support aspects in short term.

Cheers

Pep