A new video highlighting the benefits and technologies used by the Kenworth PremierCare Customer Center now can be viewed on Kenworth’s website, www.kenworth.com. The 2-1/2 minute video provides an inside look at the Customer Center operation and demonstrates Kenworth PremierCare’s free, 24/7 roadside assistance program.
“This video describes what we do and how well-equipped our agents are at providing exemplary service,” says Mark Hayrynen, who manages the center for Kirkland, Wash.-based Kenworth. “Prospective customers may have a preconceived impression about our operations, and this helps give them a real-world perspective.”
The Kenworth PremierCare Customer Center handles emergency roadside assistance calls and schedules service for preventive maintenance customers, among other services. The center received nearly 200,000 calls from Kenworth customers last year and achieved a high level of customer satisfaction, according to Hayrynen. In 2007, the average answer speed is 13 seconds.
“The Kenworth PremierCare Customer Center can handle calls in a multitude of languages,” Hayrynen says. “We have representatives who speak fluent Spanish, and translators also are available. For example, if a Russian-speaking driver calls, we can help with the service call.” The Kenworth dealer network in the United States and Canada does the repair work and is supported by independent service providers for extended coverage hours.
The Kenworth PremierCare Customer Center continues to seek ways to streamline information and help customers obtain assistance, Hayrynen says. “Today, customers can use the Web to access the real-time status of a truck and see all the correspondence among driver, service provider and Customer Center,” he says.
To access the video, scroll over “Parts and Services” at the top of Kenworth’s home page, then select “PremierCare Services.” Click on “PremierCare Roadside Assistance” to access the video, as well as additional information about the Customer Center and how to register.