Last week, Fleet News revealed the results of a survey that showed more than a quarter of fleets were unhappy with the service they are getting from their company vehicle suppliers and one in five was dissatisfied with their leasing or contract hire company.
The survey, carried out by All In One Leasing, also showed that companies in all other areas of fleet supply still had room for improvement.
Customer service will be a key focus of the Fleet News Industry Conference, taking place on November 1 at the Hilton London Metropole, Edgware Road, London.
Speakers will include Peter Draper, communications consultant and former marketing director of Manchester United, who will look at what makes customers remain loyal to a brand.
Paul Cooper, a director of the Institute of Customer Service with a long history in the motor industry, will provide a high-level perspective on customer service, with value-added case studies.
A guest speaker from Microsoft, will provide best practice ideas for customer service, while Colin Thornton, of Lloyds TSB autolease, will look at customer service in a fleet market setting.
In addition, one of three break-out sessions planned for the event will cover the fleet manager’s perspective on customer service, with personal views from Liz Hollands, fleet manager, DTZ Debenham Tie Leung, Caroline Sandall, fleet manager, Barclays and Richard Rose, operations manager, Astra Zeneca.
For details of the event, go to www.fnindustryconference.com.