1. By-
Praveen Sidola

2. 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/

3. 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/

4. 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/

5. Elements of XL success
• Differentiation through service excellence
• Integrated service networks
• Customer touch-point management
• Smart service agents

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