WESTLAKE, Ohio--(BUSINESS WIRE)--TravelCenters of America, LLC (“TA”) was presented with a prestigious
World Class Customer Service Award for customer service excellence by
Smart Business at the organization’s fifth annual awards event held on
June 9, 2011, in Cleveland. The event honors companies who strive to
provide world class customer service. After a rigorous review process,
over thirty companies were named finalists, competing for eleven awards,
each in a defined category of world class customer service.
TA was honored for their multi-dimensional customer experience program
that has catapulted its already high performing truck service even
further into its industry leading status. The truck service customer
experience program, called “Q-Force,” was created by TA as a part of a
company-wide initiative across all customer facing activities, at all TA
and Petro Stopping Centers branded locations. The company’s restaurants,
fast food chains and stores, including touch points such as showers,
parking lots and other facilities, are implementing the “Daymaker”
customer service initiative with the same tenets. TA was recognized for
a category called Service Brand Promise. TA employees are trained on
customer service, including ground-breaking materials to help each
employee understand what it is like to be a truck driver. Excellence in
this category reflects a clearly defined, supported, executed and
measured customer service program.
“Because we are the nation’s largest full service travel center company,
our guests experience thousands and thousands of guest-employee
interactions; and most of our guests encounter multiple TA employees at
each visit. We strive to provide customer service excellence at every
touch point, whether it be for fuel; truck maintenance or repair;
parking; a hot, clean shower; a home-style or quick meal; exercise or
other activities associated with a driver’s daily living,” explained
Thomas O’Brien, President and CEO. “We want our customers to know we
offer more, and that we expect every one of our employees to deliver it.
Whether it’s me, a manager, a technician, or a cashier, we know that we
wouldn’t be here if it weren’t for our guests, and we strive to show our
customers just that,” he added.
This is the second award TA has received for customer service over the
last eight months. In November, 2010, TA received the Secret Service
System Award for the most comprehensive customer service standards. This
award is presented by The DiJulius Group, which helps companies create
world class customer service experiences. DiJulius clients have included
Starbucks Coffee Company, Ritz-Carlton Hotels and other organizations
noted for their high-end customer service.
About TravelCenters of America, LLC
TravelCenters of America (TA), headquartered in Westlake, Ohio, is a
leading national chain of travel centers in 41 states and Canada under
the TravelCenters of America and Petro brands. With convenient locations
on interstate exits, TA offers its customers diesel and gasoline fueling
services, full- and quick-service restaurants, heavy truck maintenance
services, 24-hour convenience stores, RoadSquad® 24-hour
roadside assistance, electronic communication (WiFi) and other services
– all within large, high traffic facilities. For more information on
TravelCenters of America, please visit www.tatravelcenters.com. For more
information on Petro Stopping Centers, please go to
www.petrotruckstops.com.