In a bid to improve its customer service, Reliance Big TV has announced the launch of Premium Express Service across India that will help resolve customer issues within 2 hours. Currently, the service is available in select cities and towns, but the customer service infrastructure will span across 500 towns covering metros as well as tier-II and tier-III locations. This will be one of the largest roll-out of DTH customer service operations in India.
BIG TV’s Premium Express Service will offer on-the-spot solutions to subscribers. Many customers complained about Big TV's after-sales service being inefficient, so this step to address customer queries and problems is in the right direction to strengthen its foothold in the DTH market.
The company has set-up a team of over 15,000 technical experts and installation professionals as part of its after sales service infrastructure. Even the customer relationship management resources has been decentralized to improve and enhance market response time. Sanjay Behl, CEO, BIG TV said, "With a focus on IPL and elections leading to an increased TV viewership till midnight by our customers, we have put in place a dedicated customer service team and robust process framework.
He further added, "We will expedite our installation turnaround timelines at a marginal premium of Rs 250 only. We guarantee addressing all customer complaints within 2 hours of its registration with us." The customer service timings are also extended till midnight during the IPL season.