Inchcape continues support for National Customer Service Week
Inchcape Fleet Solutions, the leading vehicle leasing and fleet management company recognises that its staff are the foundation of its success and therefore will be supporting National Customer Service Week for the third consecutive year.
Designed to raise awareness of customer service and the vital role it plays within organisations, Inchcape Fleet Solutions is marking National Customer Service Week with a seminar on ‘employee engagement’ and a gala awards ceremony for the company’s 170 employees.
David Graham, Customer Services Director at Inchcape Fleet Solutions, said: “We view National Customer Service Week as an opportunity to celebrate the achievements of service staff and to thank them for their work in making a difference to our customers.
“It is vital that our frontline staff work hand-in-hand with clients and identify opportunities to enable them to drive efficiencies and reduce cost. That is what customer service is all about – pro-active help for our customers and delivering what is promised to help them achieve targets.”
A total of 20 delegates were expected to attend the Inchcape Fleet Solutions-hosted Customer Service Forum, Mr Graham said: “Continuous improvements across all areas of our business are crucial if Inchcape Fleet Solutions is to remain at the forefront of delivering customer service excellence. It is also vital that best practice experienced outside of the fleet industry is adapted and introduced to the sector.
“Ensuring that staff are engaged and involved in the businesses will ensure the successful delivery of service and first class results for our customers and our stakeholders.
“At Inchcape Fleet Solutions we make sure that we listen to feedback from our staff and act accordingly. All employees, irrespective of their job, can help make a business even more successful than it is already. That is why employee engagement is so important.”
Such a business strategy is, says Mr Graham, even more important in today’s uncertain economic climate.
He explained: “In today’s business environment it is even more important for all employers to encourage employee engagement as it makes them feel part of the company’s future.”
Inchcape Fleet Solutions has also launched a new Institute of Customer Service accredited course called ‘First Impressions’.
Twelve IFS frontline customer service employees have just become the first to complete the month-long course, which includes attendance at a two-day seminar and additional course work. The average pass rate for the first tranche of employees was 95%.
Mr Graham said: “About 70 employees will complete the First Impressions course, which further supports our programme of employee engagement and ultimately the delivery of first class customer service. We want our staff to be high achievers who go the extra mile to assist customers and create a great impression. Our staff and our customers are the two most important facets of Inchcape Fleet Solutions and indeed any business.”
Inchcape Fleet Solutions will round off National Customer Service Week, which runs until Sunday Oct 10, with the Oscars-style gala ‘Golden Orbs’ dinner, with customer service awards voted on by staff presented to their colleagues.
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