The Pacific, WA Service Department considered customer and internal feedback in the decision to move forward with a structure supporting a single point of contact model for customers, effective June 2019. The changes will create better workflow and both customer and employee satisfaction.
For Immediate Release
Pacific, WA – May 2019 – As the dealer family’s highest volume shop, Freightliner Northwest (FNW) Pacific, WA has identified the changes needed to improve communication and reduce customer downtime by establishing newly defined roles and responsibilities in the service department. Moving forward, the FNW-Pacific service department will provide customers with a single point of contact for the duration of their repair. Training and transition will take place through June 2019 and the dealership expects to see a dramatic improvement in customer flow and communication.
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-Pacific 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.