March 12, 2015: On February 5, 2015, Universal Truck and Trailer (UTT) received Daimler Elite Support Certification at their location in Dieppe, New Brunswick. Daimler Trucks North America launched the program in 2012 for Freightliner® and Western Star® dealerships that demonstrate best practices in truck maintenance and repairs, as well as top quality customer service. The Daimler Elite Support Certification provides dealerships with rapid diagnosis; fast turnaround; quality, consistent communication; and superb customer service, all provided by a highly-trained staff. Elite Support helps dealers address customer concerns, resulting in higher standards of customer satisfaction.
Dealerships must meet criteria covering 20 focus areas, including a checklist of 123 items – from enhanced customer communication, to improved service throughput, to targeted employee training – in order to get certified.
With their certification, UTT becomes the only Freightliner dealer east of Toronto to receive Elite Support. As the 11th dealer in Canada to receive certification, UTT takes great pride in their accomplishment, as it takes many companies multiple tries to receive certification.
“We are very proud of this accomplishment, as only 60 percent of companies receive certification on first try,” said Andrew Fisher, General Manager of Universal Truck and Trailer. “Providing an exceptional customer experience is something we strive for, and we are delighted to offer our customer this new enhanced service that sets us apart in the marketplace.”
Once certified, dealers are required to complete quarterly continuous improvement events, monthly audits, and specific monthly metric tracking. They also must reapply for certification each year. The team at UTT continues to work hard on further improvements with hopes of having all locations certified in the future.
For more information on Elite Support visit their website.
For more information on Universal Truck and Trailer visit their website.
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