Fleet News

Winner makes a difference

A MAJOR leasing company is to launch a new customer service programme developed by a fleet manager for fleet managers.

The initiative, being introduced by Hitachi Capital Vehicle Solutions, is called Making a Difference. A key member of the development team is its new head of customer services, Graham Hine.

Hine is the former Fleet News Award winning fleet manager for the Adult Learning Inspectorate and joined Hitachi earlier this year.

A major part of his role has been to look at the way the company operates from the viewpoint of a customer and provide an independent view on where potential improvements can be made.

Working with a team which included managing director Simon Oliphant, he has helped develop a new training and customer service programme.

Hine said: ‘This will include areas such as management information and looking at the way we present customers with information and what we are telling them. The new initiative is touching every part of the business, from how we provide service to how we train our employees.’

Oliphant added: ‘Fleet managers come from all backgrounds in modern companies, so they may be in finance, HR or another department. They are busy people and the help and information we give them should be focused on adding value and enabling them to do their jobs more efficiently.’

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