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WESTLAKE, Ohio -- TravelCenters of America LLC (TA) was presented with a prestigious World Class Customer Service Award by Smart Business at the organization's fifth annual awards event.
The event, held June 9 in Cleveland, honored companies who strive to provide world class customer service. After a rigorous review process, more than 30 companies were named finalists, competing for 11 awards, each in a defined category of world class customer service.
TA was honored for its multi-dimensional customer experience program that has catapulted its already high-performing truck service even further into industry leading status. The truck service customer experience program, called "Q-Force," was created as a part of a companywide initiative across all customer-facing activities at 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," states 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 in the last eight months. In November, it 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 Co., Ritz-Carlton Hotels and other organizations noted for their high-end customer service.
TA is headquartered in Westlake, Ohio, and operates travel centers in 41 states and Canada.