The Spokane, WA Service Department is moving forward with the single point of contact model for customers originally initiated at the Pacific, WA branch. The changes create better workflow and both customer and employee satisfaction.
For Immediate Release
Spokane, WA – November 2019 – Following the changes imposed at the Freightliner Northwest (FNW) Pacific, WA shop, FNW-Spokane is improving communication and reducing customer downtime by establishing defined roles and responsibilities in the service department. Moving forward, the FNW-Spokane service department will provide customers with a single point of contact for the duration of their repair. Training and transition has begun and the dealership expects to see a dramatic improvement in customer flow and communication.
The purpose of the changes was highlighted by Operations Director, Dan Greenwood when the Pacific location made the changes in May 2019.
FNW Team Announcement 5/13/19 –
I am pleased to announce some exciting enhancements to our service organizational structure in Pacific. The changes being made will define roles and responsibilities that improve our customer and employee satisfaction.
The new structure is comparable to the successful automotive service model and aligns with best-in-class, dealer family operations. In brief, we will transition from multiple points of contact and varied workflow for customers, to a single point of contact, from start to finish. The single point of contact for the duration of the repair will be the Service Account Manager, which takes the place of our current Service Advisor roles.
To streamline and improve our overall workflow, customer experience and our technician support, we are transitioning to defined roles and responsibilities that align Shop Managers, Service Account Managers, Estimators and Lead Technicians.
Dan Greenwood | Operations Director
FNW-Spokane does not anticipate any disruption in service throughout the process and looks forward to hearing constructive customer feedback in the future. If you would like to share your feedback, please visit our customer survey by clicking here: GTC Dealership Survey.
About Gordon Truck Centers, Inc.
Built upon over 30 years of helping customer satisfy their transportation needs, Gordon Truck Centers, Inc. is an expanded network of dealerships doing business as Freightliner Northwest, Western Star Northwest, and Freightliner of Hawaii. The Dealership Family has 12 locations throughout Washington, Oregon and Hawaii located off nearly every major highway. As a full-service Freightliner, Western Star, Fuso, Wilson Trailer, Reitnouer Aluminum Trailer dealership family, GTC can sell, finance, insure and service commercial trucks for medium and heavy-duty applications.