Electrolux Kelvinator Ltd, (EKL), a subsidiary of AB Electrolux, a leading producer of powered household and outdoor appliances, has announced a strategic and long-term customer service enhancement programme to attain its goal of becoming ‘the most customer-friendly brand in India.’
The programme branded as Insta Service, includes many unique customer service enhancement initiatives, starting with the reorganisation of the company’s distribution and service network. The company has de-linked its distribution network from the service function. The customer service would henceforth be provided through exclusive Insta Service branded service centres to guarantee highest personalized attention to the customer’s needs. The company has set a target to set 300 such exclusive service centres by year 2004 and one master service centre in each metro by year 2005, a press release said.
The entire programme would run on ‘Three Ps of service’ as defined in the company’s new service charter-perfect, prompt and polite.
Rajesh Sahani, head, customer service, Electrolux Kelvinator Limited, said, ‘Electrloux’s success in the Indian market would be built through not just bringing top quality products to our customers but also supporting them through the best-in-class service. Therefore, we have set ourselves a goal to become the most customer friendly brand by 2005. And by building up solid service brand image and keeping top quality, we are confident of achieving this goal.’
To reach its customers at their doorsteps in the quickest time, the company will also launch mobile speed service. As per company plans, 50 per cent of the company’s authorised service centres would have mobile vans by year 2004, and 90 per cent by year 2005.
Electrolux Kelvinator Limited is also strengthening its relationship with its authorised service centres (ASCs) and channel partners through extensive use of information technology (IT). The company’s recent efforts in the area have been most encouraging and have shown brilliant results, the release said.
From News Today