Tata Teleservices continues to introduce industry breaking initiatives and this time it has taken customer care services to next level. Tata Teleservices has decided to compensate its CDMA cellphone subscribers with monetary benefits for their unresolved complaints and falling service standards.
Tata Teleservices has promised benefits of Rs. 25 for every additional day of unresolved complaints (after 3 days) for issues related to bill disputes, call drop,handset replacement and deficiency in service standards. TTSL will also refund 2.5 per cent of customer’s last billed amount if Call drops increases from promised 1.5 percent of total calls. TTSL will also provide trials for all the value added services.
Tata Teleservices has also gone overboard with promising response to every customer care call within 90 seconds failing which it will call-back the customer to hear their complaints/Issues. The company although is publicizing this initiative as a way to commemorate 171st birth anniversary of Tata Group founder, Sir Jamsetji Nusserwanji Tata but in our opinion is a way to take the rug out of other telecom operators in wake of MNP introduction.
TTSL is expected to extend the promised customer care benefits to all the subscribers of Tata DoCoMo and Virgin Mobile in phased manner. The current service charter promised by TTSL has covered almost all the spectrum of customer complaints as providing a spare handset for delay in handset replacement could clearly delight a telephone subscriber in India.
This initiative comes in wake of recent clamping down of few customer centric services by telecom operators to save on operational costs.Other Telecom Operators will surely take heed to such initiative and issue follow back responses as TTSL has already inched higher with many of its past initiatives like Per Second billing. MNP introduction will largely increase churn out rates for Telcos failing to meet their service and customer care standards and this is where TTSL can score a notch above others.
