Jaguar Land Rover China gets serious with its customer service offering

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Jaguar Land Rover has given the Chinese media first-hand experience of its customer service programmes at a special event in Shangri-La, Yunnan.

Members of the press got to see and try all of Jaguar Land Rover China and Chery Jaguar Land Rover’s customer service offerings.

Wang Jun, Jaguar Land Rover China’s Executive Vice President of Customer Service, explained that feedback has shown that customers now have higher demands when it comes to service and quality.

“Based on the findings from our research we are upgrading our service offering to be more personable and professional, as well as becoming more transparent and convenient for our valued customers.”

To support these ambitions, Jaguar Land Rover China has focused on developing and optimising its Jaguar+ and Land Rover+ smartphone applications. With 25 built-in features, owners can check the status of their vehicle, book servicing and repair work, as well as monitoring their vehicle’s progress while in the workshop.

Users also have access to a 24/7 customer service helpline through the app or WeChat.

A scheme launched earlier this year to incentivise I-PACE owners gave journalists a chance to see Jaguar Land Rover’s mobile charging units in action. These support vehicles will give EVs a boost of power to get to them to the next nearest charging point.

This features alongside other benefits including subsidised charging rates and free charging packages, maintenance and fitment of a home charger.

Wang was also keen to point out that although the customer service elements will improve an owner’s experience, they haven’t forgotten about the retailers.

Plans have been designed to improve retailers’ revenues by supporting them with aluminium body repairs and by monitoring customer cars.

Through data generated by the app, retailers will be aware of the service requirements at the same time it alerts the driver. The ambition is it will make the customer’s experience quicker, efficient and more pleasurable, while also making the retailers more profitable.