Fleet News

FN industry conference: Taking responsibility

POPULAR consumer programmes such as Watchdog are encouraging more people to complain about bad service.

The car industry has been slow to react to the requirement of creating good service but companies must bear in mind customers provide the only profit they get. And it is company managing directors who must take responsibility for good service if their organisation is to successfully provide it.

Paul Cooper, communications director at the Institute of Customer Service, said: ‘An MD is the customer service expert. Customers believe they have a right to good service and the number of complaints made in this country is going up, particularly because of the popularity of certain consumer TV programmes.

‘If people complain and someone reacts to it then they will continue to complain about things in the future.’

And many members of staff may not be being used to their full potential.

‘Ask staff what they do at weekends,’ Cooper said.

‘They may have their own management roles such as chairman of a sporting club but they do menial tasks while at work.’

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