Towell Auto Centre (TAC), exclusive dealer for Mazda vehicles in Oman, has bagged the Mazda distributors’ worldwide award in overall customer service for the third time in a row.

TAC received the global customer service award for the year 2008 in a recently held CS (customer service) meet in Dubai.

The award was presented by Okugawa, general manager overseas parts & service marketing department, Mazda Motor Corporation, Japan.

The results were primarily based on all the distributors’ achievements year on year on various measurement criterions such as business growth in terms of parts sales and accessory sales, parts availability, stock depth, customer service and retention, quality and service readiness, predetermined for the year 2008.

“The team at TAC has 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,” said Kasthurirengan CEO, TAC.

“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,” he added.

“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."

L R Ragendran, general manager, parts division, said: “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 and 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,” he concluded.

With consistently maintained high parts, and improved customer retention coupled with several innovative and exciting promotions, there is certainly no looking back for TAC.

Towell Auto Centre runs a network of 13 service outlets and 10 parts outlets, and maintains a parts availability of 98.2 per cent, a statement said. – TradeArabia News Service