Describes what is customary in the market for sales and customer support.
Last Published: 7/1/2019

Strong customer support and service add value in Kazakhstan. In a country where the practice of customer service is developing but still leaves much to be desired, providing after-sales service – either directly or through a trained local representative – will make a lasting difference. U.S. companies should be prepared to commit resources to customer-service training for local staff.   Local companies starting business with foreign partners are becoming increasingly concerned about after-sales service and customer support, and distributors in Kazakhstan expect that equipment/technologies will come with some kind of guarantee.   U.S. companies entering the market are recommended to have pre-arranged agreements with certified maintenance centers. This is extremely important when selling vehicles, construction equipment, electronics, medical devices and other heavy equipment.  Due to the considerable time difference between Kazakhstan and the U.S., companies should consider using 24-hour help lines, or existing customer support centers in Asia, Russia, or Europe, when support centers in Kazakhstan are not economically justified. In some sectors like healthcare and agriculture timely and fast delivery of equipment spare parts and components plays a major role in supporting business commitments and reputation. 




 

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