PHILADELPHIA, October 17, 2015 – Kenworth launched the Kenworth PremierCare Gold Certified program today to further enhance the highest level of customer support at Kenworth dealerships in the United States and Canada.
“Taking care of customers is something that is in our DNA at Kenworth for over 20 years. Building on this customer service heritage, the new Kenworth PremierCare Gold Certified program takes service to a new level,” said Jason Skoog, Kenworth assistant general manager for sales and marketing. “Uptime has never been more important and it’s why we did extensive research to develop a new gold standard of customer service excellence at Kenworth dealerships.”
According to Skoog, trucks are not just bought through a single up-front acquisition transaction.
“For our customers, a truck is a business solution. The ongoing service support that Kenworth and its dealer network can offer is part of the overall product package,” he said. “It is critical to be able to offer superior service to match the excellent product that we offer. That is why we decided to expand and introduce the PremierCare Gold Certified dealer network, so that our customers could easily identify our dealer locations that offer a superior level of service.”
The Kenworth PremierCare ExpressLane is one of the key elements to become a Gold Certified dealer. Each dealer will have dedicated ExpressLane technicians to support quick diagnosis and estimated repair time and cost.
“When a customer brings in a truck, the dealer will do a full diagnostic analysis and prepare an estimate for the time and cost of that repair, all within 2 hours,” said Skoog. “The goal is to do away with trucks sitting in the queue and drivers waiting for an estimate. That’s critical to our customers, especially when the repair may be very simple and can be completed within hours. Knowing what’s happening, quickly, will help customers make the decisions needed to keep their deliveries on schedule.”
The Kenworth PremierCare Roadside Assistance program (1-800-KW-ASSIST) is another element of the program.
“Kenworth’s 24/7 program has been a constant with our customers for a number of years,” said Skoog. “If there is ever an emergency on the road, our call center helps the driver or fleet manager work through the issue to get the truck back on the road as soon as possible.”
Extended evening hours on weekdays and extended hours on the weekends are also a requirement for certification.
“It’s important for Kenworth dealers to ready to serve drivers whenever they need our assistance,” said Skoog. “Diesel technicians at Kenworth Gold locations will have achieved the highest levels of certification under new and more rigorous factory certification standards for PACCAR MX series engines. Plus, these dealerships will be well-stocked with high-quality engine parts.”
Just as driver comfort is an important factor in trucks, Kenworth PremierCare Gold Certified dealers also will provide a comfortable driver’s lounge with amenities that make it easy for the driver to relax or remain productive while the truck is in the shop.
“Kenworth has always been dedicated to superior customer service. When customers select Kenworth, they choose The World’s Best® trucks. They deserve the same level of passion, excellence and attention to detail at Kenworth dealerships. The PremierCare Gold Certified dealer network is just another way that Kenworth is delivering premium value for customers throughout the lifecycle of the product,” concluded Skoog.
Kenworth Truck Company is a PACCAR company and the manufacturer of The World’s Best® heavy and medium duty trucks. Kenworth’s website is Kenworth.com.