Big TV banks on after-sales-service to make an impact
Setting new standards in after-sales-service to ensure customer satisfaction and comfort, Big TV has deployed a team of close to 10,000 trained installers and demonstrators with a cumulative capacity of installing 50,000 connections a day.
The DTH service company plans to enhance its service capabilities in line with its strategy to capture 15 per cent of the market share and aiming at a 40 per cent share of annual incremental growth in the industry. After-Sales-Service, which comprises the installation team, the demo team and the call centre team have been put through rigorous in-house and field training to blend into a well-oiled machinery, said the company.
“After-Sales-Service is a crucial element of our business. We have taken special care to ensure that customer satisfaction is the goal for each and every of our person of the team, be it the installers, demonstrators or the call centre executives and all employees. A lot of time and effort has been invested in training our teams in technical aspects as well as soft skills necessary for customer experience management,” Mahesh Prasad, President – Reliance Communications, said.
He added that the Big TV DTH installation team across the country is also equipped with branded vans that are used where big-size dish antennas have to be installed. The installation team, attired in smart Red-Blue t-shirts and black trousers, has undergone a 2-week in-house technical training and 4-weeks of field training in installing the DTH service is the best but fastest possible time frame.
Adding that the installation and demo teams are multi-lingual teams, he said that care is taken to ensure that the team that goes for installation speaks the same language as the customer which helps build a comfort level for the customer with the Big TV team
A typical installation process starts with the customer making a phone call to the Call Centre and informing them of their purchase. Within the next 6 to 8 hours, the customer gets a call from the Big TV installation team to seek an appointment for installation and to understand a few basic facts that help the team decide the kind of equipment and material that will be required for the installation. The demonstrators travel with their own remote control. At the customer location, the demonstrator, instead of showing the functions and letting the customer watch, makes the customer use his own remote and guides him through the various functions and features, it was pointed out.