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The Hindu: Tata Motors takes on Suzuki, Honda to excel in service delivery

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Armed with a No 3 all India ranking in the latest JD Power Customer Satisfaction Survey, the passenger car division of Tata Motors has now decided to take on Japanese passenger car giants Maruti Suzuki and Honda in the area of after sales service to acquire customers.

“We are very happy to have ranked third in the JD Power survey. We are now behind Maruti Suzuki and Honda who are ranked no 1 and no 2 respectively. We have left Hyundai behind. This is the outcome of five years’ of efforts,” said Dinesh Bhasin, Head, Customer Support, Passenger Vehicles Business Unit, Tata Motors.

“We want to improve on this. Our target is to be no 1 or no 2. It is not impossible. We have become no 2 in the South and want to improve ranking in other regions. We are putting maximum emphasis to keep our customers happy and we have lined up several new initiatives and deploying technology to provide world-class service at the shortest span of time,” he added.

“Our service outlets are now able to deliver a serviced car in 90 minutes to the customer. Our target is to do it in 60 minutes,” he added. Besides, the company has made provision for adequate supply of spare parts to meet the demand from service outlets.

Towards this customer centricity approach Tata Motors has started a nationwide free monsoon check-up camp for its passenger vehicle customers.

To be held till 21 July 2016, across 533 workshops in 285 cities, this service camp will cater to all Tata Motors’ passenger car and utility vehicle owners.

Customers can avail of free car check-up and discounts of up to 20 per cent on original parts and labour charges.

The company has associated with over 20 suppliers who will offer a discount of up to 10 per cent on accessories, lubricants and other value added services.

“Our objective is to build a strong bond with our customers and offer them hassle-free car ownership during the monsoons. We look forward to rolling out many more such customer centric initiatives in the future,” Mr Bhasin said.

Customers can call the toll free number 18002097979 to book appointments, he said.