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Coronavirus impact: Tata Motors ramps up customer service

Sumesh Soman  | Updated: June 16, 2020, 03:23 PM IST

Tata Motors has rolled out a variety of service initiatives to cater to the existing customers during these testing times. The company has also introduced an exclusive hotline number for healthcare professionals and frontline COVID workers. The company attended 225 vehicles of customers who are essential service providers and frontline workers from 23rd March to 10th June.

These customers could dial the hotline number and request for a servicing appointment of their vehicles. This includes police, healthcare providers, doctors, nurses, government officials and other frontline service workers. The company also requested for special permissions in several cities to provide maintenance and services for vehicles that need repair.  This was to ensure smooth functioning of maintenance and repair services during the lockdown.

The company has rolled out the 'No touch by hand' initiative, the workshops use biodegradable-disposable covers for the steering wheel, driver's seat and gear knobs. These are put inside the car when it enters the workshop for servicing and taken off in front of the customers at the time of delivery. It ensures that the driver contact points have not been touched by the workers or mechanics while servicing. The company is also providing a vehicle pickup and drop facility and payments can also be transferred digitally to reduce physical contact.

The new safety protocols are in effect and over 800 sales touchpoints and 520 workshops have resumed operations across the country while adhering to social distancing and safety measures. Cars are being returned to the customers on the same day they enter the service station, unless a car arrives at the workshop at a later time during the day. The cars that have been damaged take 3-4 days and the company is constantly in touch with the customers regarding their appointment and issues with the vehicle, this helps the service station to arrange spare parts and allocate manpower accordingly. 


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