Leading manufacturer to focus on customers with new satisfaction programme.
Leading manufacturer MAN Truck & Bus UK is repositioning itself as a serious player in customer service – investing a seven figure sum in a new initiative that puts customers first.
The company has sought the expertise of global management consulting firm, McKinsey & Company, to launch Customer First.
The new initiative has been designed to change focus that will dramatically improve the customer experience across the whole business.
Simon Elliott, Managing Director of MAN Truck & Bus UK, said: “We are more than 100% committed to improving the customer experience. 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.
“We have prepared the ground and talked long and hard on how to move forward and take the right action that will make a positive difference in our customers’ eyes.
“The baton has been passed to all of my colleagues and our Network and we are now looking forward to making a difference.
“As part of the scheme, there will be on-going training at all levels within the business throughout the country, whilst a new POS will be introduced across the dealerships spelling out the company’s pledge to its customers and ensuring everyone walks the talk.”
Regular customer experience surveys will also be undertaken throughout the year with constant re-evaluation.
Customer satisfaction will also form part of the new dealer bonus scheme for 2016, so that dealerships are rewarded for providing a great customer experience ensuring this vital subject is on everyone’s radar.
Trish Newman, recently appointed Head of UK Customer Satisfaction, said: “We decided to look at the whole experience customers have when dealing with MAN Truck & Bus UK.
“Regular customers will now be surveyed periodically throughout the year so that we can closely monitor the service we provide. It means any dissatisfaction can be flagged up at an early stage and acted upon immediately, with hot alerts.”
