Automaker Fiat India on Monday said it has tied up with NIS Sparta, a leading consulting and training organisation in customer relationship management, the latest in a series of steps taken to enhance customer service.
The six-month tie-up would involve identifying and implementing measures to improve the service levels at the carmarker's dealerships across the country, Ananda Mohan Gupta, director (commercial), Fiat India, told PTI in New Delhi.
He said the new service initiative is part of the renewed service drive which started earlier this year, with the launch of the Palio diesel car.
"We realise that the tough part of improving service delivery is implementation, but we are committed to succeeding in this endeavour and will do so step by step. We are now directing our energies towards enhancing the after-sales service experience, by giving a lot of importance to training," Gupta said.
He said NIS Sparta would play a critical role in the area of training and development of Fiat personnel for better interaction with customers.
The NIS Sparta's programme, which would run till March 2004, would focus on knowledge, skill and attitude of all Fiat service personnel who interact with customers, he said.
It would be based on the L2P (Learning to practice) model recommended by NIS Sparta, which has conducted such programmes in over 350 organisations across five continents.
Fiat India has earlier conducted free service camps, installed eSira, an online dealer communication system to improve spare parts availability, and also cut part prices as part of efforts to improve its after-sales service and boost car sales.
The local unit of Italian automaker Fiat SpA produces the Palio and Siena range of cars at its factory at Kurla (Mumbai).
The sale of Fiat cars declined by 69.2 per cent to 5,870 units in April-September, 2003.
