Search Close Menu

Tag Search Result

Customer Satisfaction

Successful Fleet Managers Excel as Servant Leaders

Internal users are too often treated by some fleet managers as a captive audience that can be dictated to and shown little respect; however, it is important to remember the reason your fleet department exists is to support user departments. You are the business partner of these departments that rely upon you to provide superb customer service to help them fulfill their daily tasks.

What is Your Time Worth?

Personal observations of retail and travel transactions reveal just how much a consumer’s time is worth today, and how increasingly intolerant we are of inefficient transactions.

Drivers Aren’t Users, They’re Customers

Some fleet managers have an adversarial relationship with drivers. These internal customers aren’t your nemesis. In order to develop a service mindset, you need to view work from the customers’ perspectives. Define your functions with the customer in mind. The fleet manager is responsible for creating a fleet culture that values all internal customers, even difficult ones.

The Customer Isn’t Always Right

Not caving to a customer with a blatant agenda may have consequences, especially for a small rental company that relies on stellar Yelp ratings to advertise. But business integrity must prevail.

Recall Customer Satisfaction Increases

The percentage of dealer service visits relating to recalls reached 16 percent in 2015 for at least a six-year high, yet satisfaction among those customers is also rising, according to a J.D. Power study.