During the on-going health crisis in 2020, Dancom Group saw the need to expand its after-sales services to keep up with the demand for Dyson technology in Malaysia. On November 2020, Dyson Service Centre and Store at Plaza TTDI, Kuala Lumpur, had officially opened its doors to the public. This was followed by the recruitment of specialists in the fields of product and servicing to lead Dancom’s ambitions towards becoming a key player in the retail servicing landscape.

Wholly owned and operated by Dancom TT&L Telecommunications Sdn Bhd, the sole distributor for Dyson technologies in Malaysia, the all-in-one after sales centre and retail outlet provides owners with a safe space to bring in their machines for repairs and technical assistance, along with experiencing the latest Dyson machines with the guidance of our Product Specialists.

In this series of “People of Dancom”, we sat down with Ritchie Rosales, our Front Desk Manager at Dyson Service Centre and Store (TTDI) to discuss and share his views on how hospitality is imperative in not only enhancing any company’s image but adding value for its customers.

Q: Hi Ritchie, thank you for taking time out from your busy schedule to talk to us. Why don’t you introduce yourself?

A: Hi, I am Ritchie Rosales, from Sabah with Filipino and Chinese heritage. I am currently the Front Desk Manager in Dyson Service Centre and Store at Plaza TTDI. I have spent almost 9 years in the hospitality industry and this is my first foray in retail service.

Q: What are the differences and challenges that you had faced when transitioning to a different industry?

In hospitality, we were taught about the importance of listening to our guests and to resolve any problems they may face during their stay, in hopes that they would visit us again. I feel that this also applies to retail services, as customers often come to us to seek resolutions for their machine problems and it is also my team’s responsibility to see that they are well taken care of.

In terms of challenges? YES. I believe human interaction is complex and every one of them is unique. We strive to give every Dyson owner in the Klang Valley and other states the best after-sales services that they deserve, to help enrich their user experience as well. I believe my role as the first person dealing with customer care or complaints, actually plays a major part in our flagship service centre. It is my utmost priority to ensure that every single Dyson owner walks out of our Service Centre feeling contented.

Q: In your opinion, what makes a great Customer Service team?

For me, a great Customer Service team includes individuals who are truthful and sincere. I always believe that when dealing with human interaction, customers can feel if you are being genuine or not. When we become true to ourselves, we will know how to feel composed and in control of our minds. While being sincere can help us reassure the customers that we are willing to assist them even during difficult times.

Q: What are the challenges that you have faced during your tenure here?

Since the start of the health crisis, face to face communication with our customers has been severely limited. Our team had shifted our focus towards growing our online after-sales services. This ensured that customer’s after-sales needs were being acknowledged, even to this day. Once lockdown restrictions were relaxed, we had to make sure that customers who visited us, had only need to do so once with same-day repairs.

Also, with the relaxed lockdown restrictions, there will always be a challenge to manage returning customers, especially when some of them are not in a happy state. Nonetheless, I always ensure that my front desk team and I are trained to be composed, able to be calm to address and provide solutions to their problems on the spot.

Q: Lastly, what is your experience working with Dancom Group so far?

I am confident that our company, with its camaraderie, well-trained personnel, excellent customer care, can expand even further. That being said, I believe that our team is confident in our abilities to help resolve customer’s concerns and will be able to take Dancom to greater heights with stellar customer service. Lastly, I’ll leave you with a quote that I live by – “That every job is a self-portrait of the person who does it. Autograph your work with excellence.”

Dyson Service Centre and Store at Plaza TTDI is now operating 7 days a week.

Mon – Fri: 9am – 5pm

Saturday: 10am-5pm

Sunday: 10am-4pm

Closed on Public Holidays.

If you are interested in joining Dancom Group, please visit our website at www.dancom.com.my/careers .