Great Dane recently presented its 2014 Customer Service Award to Grote Industries and Hendrickson International at the company’s 2014 Aftermarket Parts and Service Conference in Orlando, FL.
Established in 2010, the Great Dane Customer Service Award recognizes suppliers that go above and beyond the call-of-duty to support Great Dane and its customers through warranty and field technical support. The Great Dane Customer Service group, in conjunction with Great Dane branch and dealer personnel, selects candidates for the award based on team feedback related to supplier support.
According to Barry Mitchell, Great Dane’s director of customer service, this year’s winners were chosen based on the ongoing support they provide that serves to enhance Great Dane’s customer service. That includes criteria such as supplier warranty coverage, warranty claim process and handling, electronic claim submission, and field technical support. Other key criteria include the level of field trailer inspections, issue resolution, accident investigation, and root cause analysis—all of which must be superior.
“Grote and Hendrickson earned the award this year because they have quickly identified and resolved field issues, provided prompt warranty claim resolution, and improved in-the-field technical support with maintenance and troubleshooting training for branch and dealer service facilities as well as fleet customers” Mitchell explained.
He added that suppliers such as Grote and Hendrickson help Great Dane provide superior customer service by providing knowledgeable sales, technical and warranty personnel who allow for collective and quick analysis of customer field concerns—expediting necessary corrective actions. Their field training also provides better product and maintenance knowledge for customers, reducing their exposure to field issues and ultimately improving trailer uptime. All of this helps to reduce the cost of ownership of a Great Dane trailer.