Fleet News

Europe adopts UK service

THE UK division of GE Commercial Finance Fleet Services has pioneered a customer service initiative set to be adopted by the company throughout Europe.

Called the UK Customer Advisory Board, it consists of a user group of GE Commercial Finance Fleet Services customers that meets regularly and is asked to comment on a range of issues that affect both the company and the fleet industry in general.

The 12 members of the UK CAB, which first met 18 months ago, are drawn from fleets of different fleet types and sizes, and convene every three months.

Its comments have since been incorporated in a wide range of GE Commercial Finance Fleet Services' products and initiatives through a structure designed to ensure that all its remarks and feedback are properly considered.

A separate CAB for pan-European customers has since been established, and CABs for each European country in which GE Commercial Finance Fleet Services operates are in the process of being put together.

Rich Green, UK managing director, said: 'Lots of companies in the fleet industry have customer boards but they tend to simply be talking shops.

'What we have done with the CAB is ensure that all feedback reaches the appropriate person within our organisation and is taken through to its conclusion. Only by doing this can the CAB actually be of value to our customers and the company, and it has been used to improve our service in a number of ways.

'It has been so successful that it is now being adopted as a best practice example across all our European operations, with each setting up its own CAB locally. It's a simple but effective idea and we are pleased to see it used on a wider basis.'

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