New Delhi [India], May 9: During a routine visit to the Duroflex Exclusive Brand Outlet at Jain Enterprises, located opposite the government hospital on B.H Road in Tumkur, a heartwarming incident unfolded that showcased exemplary customer service. The Managing Director (MD) of Duroflex, Mr. Mathew Chandy, the Chief Executive Officer (CEO), Mr. Sridhar Balakrishnan, and Assistant General Manager (AGM), Mr. Suraj S, exhibited a remarkable display of dedication to customer satisfaction.
The scenario arose when a customer, Mr. Kariyanna, expressed an urgent need for Duroflex Strength Plus and Propel Plus mattresses, along with a mattress protector and pillows. Sensing the urgency and the customer’s need, the EBO staff promptly initiated arrangements for the supply. However, realizing the criticality of the situation, the top management trio of Duroflex, comprising the MD, CEO, and AGM, decided to step in personally to ensure the timely delivery of the required items.
The customer, Mr. Kariyanna, purchased three mattresses along with a protector and pillows, reflecting a substantial order that needed immediate attention. Witnessing the dedication of the management to fulfill the customer’s requirements under their direct supervision was a pleasant surprise for Mr. Kariyanna.
This gesture not only showcased simplicity in management but also guaranteed complete customer satisfaction. The Tumkur area sales manager, Mr. Manoj, also played a pivotal role in orchestrating this seamless delivery process.
In an interview with Mr. Yugal Parmar, the proprietor of Jain Enterprise, he expressed admiration for the proactive approach of Duroflex’s top leadership. He highlighted how such acts of going beyond the call of duty contribute significantly to building strong customer relationships and trust in the brand.
This incident serves as a shining example of how a company’s management, by personally intervening in critical situations, can elevate customer satisfaction to new heights. Duroflex’s commitment to its customers and its willingness to ensure a seamless buying experience resonates strongly within the Tumkur community and beyond.
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