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The results were primarily based on all the distributors' achievements year on year (YOY) on various measurement criterions such as business growth in terms of parts sales and accessory sales, Parts availability, stock depth, Customer Service & Retention, Quality and Service Readiness, predetermined for the year 2008.
"The team at TAC have been improving overall performance in the After Sales-Parts and Service department with steady growth in the last several years and the trend is continuing in this year too. We have noticed a high growth in the Customer Satisfaction and customer retention Index and have made extensive efforts in the past several years to reach out to more and more customers through various showrooms and service centres across the country and this award is recognition of all our good efforts. Our mystery shopping surveys have also helped us tremendously in improving our customer service. We are very happy to receive this award third time in a row and will continue our endeavour to provide our customers with the best in class,"
says Kasthurirengan CEO, TAC.
L R Ragendran, General Manager, Parts Division, added: "This award is pure recognition of the continuous improvement made by consistent efforts of the parts and service departments Team members at TAC. The Parts & service team is continuously improving customers service over last few years. With improvement further being done many areas like new addition of customer friendly service points, competitive prices on parts and labour and with our special efforts by CRM centre and various parts and service promotional programmes, we only hope that our customer service is further enhanced in TAC. Achieving CS AWARD third time in a row emphasises the fact the processes are in place and challenge now will be to improve the level of team Performance further to be next level to meet increasing customer expectations which we as a tem are confident to take on."
With consistently maintained high parts availability of 98.2%, and improved customer retention coupled with several innovative and exciting promotions, there is certainly no looking back for TAC.
Towell Auto Centre provides quality service to all models of Mazda and makes owning a Mazda extra pleasant with its efficient after sales service and quick response time. A network of 13 service outlets and 10 parts outlets spread across the Sultanate supports customer service. It offers quick, efficient service with genuine parts available for all models and highly trained staff who pride in their quality of service.
Posted by Nadeen El Ajou
