Baltimore Freightliner-Western Star Honored with Oasis Dealer of the Year Award
- Freightliner Custom Chassis Corporation (FCCC) announced today at the National RV Trade Show that Baltimore Freightliner-Western Star won the Oasis Dealer of the Year Award after achieving a 98.4 percent customer service rating.
The Freightliner Oasis Network is tailored to the RV customer. Each Oasis service location has a dedicated motorhome facility with trained motorhome service technicians, a service area, secure parking for customers and additional amenities specifically for motorhome owners.
"FCCC is at the forefront of customer support, and we've put a lot of hard work into meeting the same standards of customer service," said John Blottenberger, service manager at Baltimore Freightliner-Western Star. "We took measures to ensure our employees were focused on our customers and, as a result, our customers are much happier with our service. We plan to continue these efforts in the future so our customers are completely satisfied and understand that Baltimore Freightliner-Western Star will provide the best customer service to meet all of their needs."
Baltimore Freightliner-Western Star is the first East Coast dealer to win the award since its inception in 2003. The award is given each year to the dealer who received the highest customer satisfaction rating as determined by customer surveys. Customers are able to complete surveys at the dealership.
The network of dealers is dedicated to providing service to exceed motorhome customers' needs. 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 88. 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 with complete information about repairs and service. The dealer encourages technicians to share their knowledge with their customer base.
"We've proved that you don't have to be a large place to achieve great things. We are like a mouse among lions but, by simply being nice and caring about people, we're being rewarded," Blottenberger continued. "Three or four years ago, we decided we needed to go through an attitude change, and we've been pleased with the results."
"More and more of 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. "It's what keeps customers coming back, along with the outstanding service experience our dealers provide."
"FCCC has been extremely supportive whenever we have any service issues and is very responsive and knowledgeable every time we call for help with the product," Blottenberger said. "Being part of the Oasis Dealer Network has positively impacted our image with customers. Customers know when there is a successful relationship between the manufacturer and the dealer, and we are lucky to be working with FCCC, which truly takes the interests of dealers and customers to heart."
Freightliner Custom Chassis Corporation manufactures premium chassis for the motorhome, delivery walk-in van, and school bus and shuttle bus markets. Freightliner Custom Chassis Corporation is a subsidiary of Daimler Trucks North America LLC, a Daimler company.
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