MAN UK Aims to Boost Service with New 'Customer First' Program
Published On Mar 09, 2016
The British wing of MAN Truck & Bus has launched a new initiative aimed at enhancing service quality for the customers. The company calls it the 'Customer First initiative' program.
MAN is one of the leading marques in the commercial vehicle space, and has a firm footing in markets across Europe. The company shares a dedicated business relationship with many haulage and construction firms in the country, who regularly employ its truck models.
“We have worked extremely hard with customers, dealers and staff to identify where improvements can be made – and have made them to ensure our customer service will be recognised as an industry benchmark,” says Simon Elliott, managing director of MAN Truck & Bus UK.
He believes that a re-structuring of their service process is needed at all levels. This includes the company's management, along with their service teams, recruited at every touch point. The company strives for the most customer oriented vision, and Elliott states that they would be upgrading their training program to achieve this. “As part of the scheme, there will be on-going training at all levels throughout the country,” he explains.
Along with this, the MAN would be closely monitoring its service outlets, and studying customer satisfaction levels to iron out flaws in their work quality. “Regular customers will now be surveyed periodically throughout the year so that we can closely monitor the service we provide,” says Trish Newman, head of the customer satisfaction division in MAN, UK. “It means any dissatisfaction can be flagged up at an early stage and acted upon immediately, with hot alerts,” he further states.
The company had pumped a whopping seven figure investment for this new program. According to Elliot, the company was confident in taking this step after receiving advice from leading management consultancy firm, McKinsey. “We are more than 100% committed to improving the customer experience,” says Elliott.