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Volvo raises customer service standards

LOUISVILLE, Ky. -- Noting that after sale service is the most important way to keep customers happy, Volvo official...


LOUISVILLE, Ky. — Noting that after sale service is the most important way to keep customers happy, Volvo officials today announced a new 10-point Service Commitment the company says will enhance the bar in customer service.

Recognizing the need to step up its post-sale customer service programme, Volvo conducted in-depth consultations with its customer advisory councils and dealers. The process allowed Volvo to better understand what causes customer frustrations and the company then set out to address each of those items.

“Volvo and its dealers have committed to meeting these 10 points and verifying that these 10 points are met so that our customers are assured of premium customer service to match the premium Volvo trucks they operate,” announced Scott Kress, senior vice-president, sales and marketing with Volvo Trucks North America.

The 10 elements contained in Volvo’s 10-Point Service Commitment include:

1. Customers must have service available to them on a 24/7 basis;
2. Customers must be able to schedule a service appointment promptly;
3. Customers must find knowledgable service advisors/managers at all Volvo dealerships;
4. Customers must have their problem diagnosed within two hours;
5. Customers must find that parts are available when and where they need them;
6. Customers must be updated during the repair process;
7. Customers must be notified promptly of a completed repair;
8. Customer repairs must be finished when promised;
9. Customer problems must be resolved correctly the first time;
10. Customers must have assistance in understanding warranty coverage and resolving warranty questions.

“None of these 10 points are revolutionary,” Kress said. “But they are essential to the customer service experience. If any of them are missing, customers can experience delays or disappointment while trying to obtain needed service or repairs.”

To make its dealers accountable, Volvo has set up a number of ways for customers to notify the company if any of the 10 conditions were not met. Customers will be surveyed following repairs or servicing at a Volvo dealership and the company will be immediately notified of any complaints. The dealer will be required to contact the disgruntled customer within 24 hours if any of the 10 points were not addressed, and a resolution will be required within one week, explained Kress.

Volvo has also made a toll-free phone number, a postage-paid form and a Web site form available where unhappy customers can lodge complaints.

However, the company is vigorously training all of its dealerships to ensure such complaints are reduced. Nearly 100 Volvo dealerships have already completed the certification process and Kress said the company hopes the rest will be on-line by the end of the year. Once they have completed the certification process, Volvo dealers receive World Class Dealer status.

“The response from our dealers to the 10 Point Service Commitment and the World Class Dealer program has been outstanding,” Kress added. “Together, we are very confident this will ensure that Volvo customers consistently receive the highest level of service, so they can get back on the road as quickly and efficiently as possible.”


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