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New deal from Renault
Page 117
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• Renault Trucks is currently introducing a service charter. "The charter is effectively a code of practice for the dealer network which clearly specifies service objectives and the financial returns from these actions," after-sales operations executive director John Lee exclusively revealed to Workshop.
With the introduction of this charter, it means that the company is stepping up the standards of service given by franchised dealers to owners of Renault trucks to never-beforereached levels.
Renault came first in 1987 in a Commercial Motor survey of response time for assistance for 10 makes of truck in Britain, at 76 minutes from initial phone call to arrival of assist ance. Today, Lee believes Renault would do better.
In order to be able to maintain these new-era levels of service, Renault is starting an apprenticeship scheme to produce enough technicians in the Nineties.
The charter, however, is effectively a code of practice for the dealer network.
Dealers are required to present a professional image to their customers — from employing staff trained in good reception manners to displaying the manufacturer's vehicle and parts warranty terms and conditions. They must submit policy requests for manufacturer's consideration where reasonable claims arise.
Renault Assistance comprises a 24-hour, 365-day response to calls and attendance at the vehicle within one hour without unnecessary recovery.
All repairs of less than two hours will be carried out at the roadside (subject to police instructions or safety needs).
Assistance will be given when necessary to drivers in continued on page 14