Tata Motor launches new customer service inititative

By CRM Mangement Editors | Mar 16, 2010

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Tata Motors launched Tata Motors Service Edge, a comprehensive customer service initiative. Tata Motors Service Edge is constructed on three core customer-desired service attributes -- ‘Response in minutes, resolve in hours’; ‘Service with unmatched reliability’ and ‘Assured value for money’. A host of distinctive facilities are being offered to deliver each of these attributes to customers in the company’s nationwide service network of 800 service centers spread across 500 cities and towns.

Unveiling the brand identity, Rajiv Dube, President -- Passenger Cars, Tata Motors, said, “We thank our esteemed customers for their long-standing support to Tata passenger vehicles. To create an even deeper customer connect, we have harnessed our learnings from customers to conceive Tata Motors Service Edge. We believe it will help take our service to a greater level of effectiveness and customer satisfaction.”

Tata Motors already has a network of over 800 authorized workshops which are located across more than 500 cities, and the company plans to expand to over 900 workshops by 2011. The 24x7 call center will receive and respond to customer queries, concerns & feedback. The company assimilates post service feedback from over 200,000 customers on an average every month through various customer engagement programmes.

The company also has over 15,000 technicians are trained annually to provide service through 8 training centers across the country, and has plans to build a world class training center in Sanand, India.