Freightliner Custom Chassis Corp. (FCCC) announced recently that Baltimore Freightliner-Western Star in Baltimore, Md., received the Oasis Dealer of the Year Award for the second year in a row, after achieving a 99.9% customer-service rating.
The FCCC Oasis Network of dealers is dedicated to providing tailored motorhome service to exceed RV customers’ needs, according to a news release. Each Oasis service location has a dedicated motorhome facility with trained motorhome service technicians, a service area, secure parking for RVs and additional amenities specifically for motorhome owners.
“When Baltimore Freightliner-Western Star won the Oasis award in 2008, our dealership was motivated even more to continue to improve our positive customer service rating by providing top level Freightliner service experience to motorhome owners,” said John Blottenberger, service manager at Baltimore Freightliner-Western Star. “This year, we’ve taken extra steps to become more accessible to our customers. In addition to our effort to ensure customers are receiving service and personalized attention to their problems within a half hour of arrival to our dealership, each customer works with the same mechanic throughout the repair process, being kept abreast of mechanical developments.”
Baltimore Freightliner-Western Star is the first and only East Coast dealer to win this award since its inception in 2003. The award is given each year to the dealer that received the highest customer satisfaction rating as determined by customer surveys, which are completed at the dealership.
The Oasis Network is part of the Freightliner service organization, which comprises more than 400 dealers in North America.
In 2006, the number of Oasis Service Centers jumped from 65 to 82. Currently, the number of Oasis Service Centers stands at 89. Many of the original 65 Oasis dealers improved their service experience by hiring and training more dedicated RV technicians, adding customer amenities and escalating the level of customer service throughout their dealerships.
Some of the more common amenities found at dealerships include a dedicated waiting room for motorhome customers, special electrical hookups, certified motorhome technicians – and more.
Blottenberger said he significantly improved his customer satisfaction rating by providing customers the option to stay in their motorhome while it is undergoing repairs.
“Focusing on customer service from a dealership flexibility perspective has significantly improved our customer approval rating,” Blottenberger said. “Recently this year, we have allowed our customers the option of staying within their personal motorhome while it is being worked on. After making this option available to our customers, we immediately saw a positive increase in our approval ratings.”
“Our Oasis dealers realize the payoff of providing the special services that RV owners appreciate,” said Dennis Rostenbach, FCCC service center manager and dealer advisor. “When we think from a solutions perspective and work to find answers to our customers’ problems, we inevitably increase customer satisfaction.”
“FCCC’s quick response time to our dealership and its knowledgeable staff has made all the difference,” Blottetnberger said. “I believe customer service begins from within an organization. And just like our dealership, FCCC will go the extra mile to find answers to customer problems. FCCC cares just as much about the end-user as we do, and that is what customer service is all about.”
FCCC manufactures premium chassis for the motorhome, delivery walk-in van, and school bus and shuttle bus markets. Freightliner Custom Chassis Corp. is a subsidiary of Daimler Trucks North America LLC, a Daimler AG company.