Volvo Trucks of North America defines customer service, commits to it

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. 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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