FSG reward first class customer service

Fleet Support Group, Britain’s largest independent fleet management company, take customer service seriously and feel it is just as important to reward employees who uphold their vision. The company’s Lord MacLaurin Cup recognises customer service achievement and has been awarded for the first time, in this its inaugural year to Leanna Allison who has repeatedly gone the ‘extra mile’ to deliver first class customer service to FSG’s clients.

FSG Chairman Geoffrey Bray believes that all customers deserve ‘good old-fashioned first-class service’ and that is the concept behind FSG’s ‘Going the Extra Mile’ campaign, which is designed to ensure that all staff deliver service standards that are unmatched by its rivals. Customers are encouraged to notify FSG bosses when they receive service excellence and Leanna has a string of ‘Going the Extra Mile’ plaudits to her name.

Leanna, who has worked for the Chippenham-based company for almost seven years is currently Senior Rental and has also worked in FSG’s SMR and accident management departments, said: “I was pleased, but very surprised to win the award. When I talk to customers I always try and put myself in their shoes, tackle the issue and treat the person in the way that I would expect to be treated myself.

“I hope I give our customers a sympathetic hearing, understand the reason for their call and then act swiftly and efficiently. I always try and encourage the staff who I manage to take that approach.”

Congratulating Leanna on overcoming the challenge of 180 colleagues to become the inaugural winner of the Cup, Mr Bray said: “Leanna is firmly focused on solving all issues and making sure that our customers are totally satisfied. There is no issue that is impossible to resolve as far as she is concerned.”

Lord MacLaurin, the former Tesco Chairman who shaped the supermarket giant into today’s leading business, is a non-executive director of FSG. He said: “Listening to what the customer says and then delivering is crucial.

“Businesses must have a mindset that says the customer is king and FSG has that. To deliver customer service excellence, staff must have an attitude of mind that they do a job for FSG but they will serve their customers in the best possible way.”

Fleet Support Group’s operational centre is staffed 24/7, 365 days a year and unlike many of its rivals does not resort to a third-party call centre outside office hours.

Additionally, with its own Masterserve network of 470 independent garages and its own vehicle breakdown and recovery service, CARE (Car, Accident, Roadside Emergency) services, as well as a technical team with a wealth of knowledge and expertise, FSG employees have answered cries for help from customers and their drivers at all times of the day and night.

Mr Bray added: “Since launching the company 23 years ago one of the visions we had was to provide our own services to our own high standards and not rely on external providers.

“Third-party supplier partnerships are based on financial grounds with service delivery a secondary consideration even if KPIs are built into agreements.

“FSG provides a seamless extension of a client’s own management so our service levels are higher because we are in control and not reliant on the whim of external providers.”

Author: Amanda White, February 10, 2010
Filed under: Fleet Support Group,Fleet news