Volvo defines customer service, commits to it
Sep 1, 2006 12:00 PM
Volvo Trucks North America has introduced its 10-Point Service Commitment, which defines the customer service experience and what customers should expect from Volvo and its dealers. Elements contained in the commitment are:
Customers must have service available to them on a 24/7 basis.
Customers must be able to schedule a service appointment promptly.
Customers must find knowledgeable service advisors/managers at all Volvo dealerships.
Customers must have their problem diagnosed within two hours.
Customers must find that parts are available when and where they need them.
Customers must be updated during the repair process.
Customers must be notified promptly of a completed repair.
Customer repairs must be finished when promised.
Customer problems must be resolved correctly the first time.
Customers must have assistance in understanding warranty coverage and resolving warranty questions.
Volvo has backed up this service commitment with a dealer certification program called World Class Dealer. Volvo established dealership service criteria and provided the resources to help Volvo dealers attain those standards. The program includes mandatory service tools and parts inventories, diagnostic procedures, 24/7 emergency road support, and required levels of technician training.
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