By-Praveen Sidola

Xpresso Lubes service package

• Core - Oil Change (“Quick oil/ Lube”)• Additional - cost & time, Large &

equipped waiting room, coffee bar, Transportation

Source - http://www.texacoxpresslube.com/

Distinctive characteristic of a service firm illustrate by Xpresso Lubes • Xpresso Lubes implemented Service package , which make

customer convinced & comfortable.• In the service management if you are able to make customer

your side, your 50% job have to be done.• The professional, courteous and well-trained automotive

experts at each Texaco Xpress Lube center are there to help make your life easier, keep your car performing its best, and get you back on the road with a smile.

 

Source - http://www.texacoxpresslube.com/

Characteristic of XL

• Nature of service - Customer participation• Relationship- High Contact• Customization & Judgment - Very High• Nature of Demand & Supply - Pull• Method of service delivery - Case

management, Supportive services.

Source - http://www.texacoxpresslube.com/

Elements of XL success

• Differentiation through service excellence• Integrated service networks• Customer touch-point management• Smart service agents

Value Addition

• Differentiation through service excellence• Integrated virtual call centre• Integrated service networks• Proactive after sales service• Customer touch-point management• Smart service agents