Mumbai:

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 centers to guarantee highest personalised 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 Center in each metro by year 2005.

The entire programme would run on "Three Ps of Service" as defined in the company''s new service charter - Perfect, Prompt and Polite. Through Perfect the company would ensure highest service quality and courteousness. Prompt would guide the team to plan fastest and on-time performance. Polite would imply value added services to give customer delight.

Within the programme, the company is organising Free-Service Week in 18 cities across the country from 20-26 February 2004. During the ''Free-Service Week,'' Electrolux will offer free service and 50% discount on all the components replaced.

To ensure prompt service, the company is offering 24-hour Service Response Guarantee, promising prompt service attention. This would imply that in the event of delay in attending the complaint within 24-hours, the company would not charge the service fee.

Delighted to announce these unique initiatives, 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 Centers 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 Centers (ASCs) and channel partners through extensive use of Information Technology.

The company''s recent efforts in the area have been most encouraging and have shown brilliant results. In a recent independent nationwide customer survey conducted by NFO-MBL on "Consumer Durables Customer Satisfaction", EKL scored highest in the highly competitive washing machine (fully automatic) category in the country. The customers also ranked EKL highest in terms of its products'' aesthetic appeal and the company''s willingness to give.