RVers are the Best People

customer care

My name is Chantal, and I am the Senior Customer Care Coordinator at Truma North America.

I have been in Customer Service in the RV Industry for about 15 years (seriously, where does the time go?). I came on board with Truma almost at the beginning, and at first, I wondered if they needed me because Truma makes such great products that I barely had calls. The calls have increased a bit as we have grown exponentially over the last several years.

Every day I talk to lots of people. Many times people are discouraged because they have an issue, and they need help. Most of the time, I can solve their problem while I have them on the phone and get them back to the thing we all love- Camping! Unfortunately, I am not always able to solve the problem, and I need to involve either our mobile service technician or a local dealer and escalate their issue. Still, even when I cannot resolve an issue, almost everyone I speak to is kind, patient, engaging, and quite often funny. My favorite interactions with customers are the times I can do something out of the ordinary. Things like delivering parts at a toll plaza on my way to the airport for a vacation, or getting someone an appointment with a Truma Technician, or offering them an overnight stay at our on-site camping spots when they come in for service or installations. These exchanges set us apart, and I am proud to be a part of this team.

serviceSo in 15 years, I have decided that RVers are the best people out there. I see posts on social media about how awful it is to work in customer service, and that is not my experience at all.  Maybe because service is essential in Truma’s business philosophy, I am passionate about the fact that I can turn an unhappy customer calling for help into a lifetime enthusiastic (Truma) customer, just because I made a difference.

I have met people who run marathons, homeschool on the road, convert vintage RV’s, help other people, race motorcycles, intentionally spread positivity, people who are living in RVs because they are building homes, caring for loved ones. People who genuinely love the RV lifestyle.

I can’t imagine working in any other industry, and one day I hope to retire and join my favorite people out there on the road.

Chantal Hershberger
Senior Customer Care Coordinator