As part of National Customer Service Week, senior managers from vehicle leasing and fleet management company Arval have been going ‘back to the floor’. They have been spending time with customer facing teams and listening-in to driver and customer calls to understand needs and to reinforce what outstanding customer service looks like in practise.
Managers from across the UK business were invited to get involved and the people taking part included some of Arval’s most senior employees including the sales director, SME director and marketing director. Rachel Dunn, operations manager at Arval, and the person who organised the initiative said:
“Our aim throughout Customer Service Week is to celebrate and encourage great service across Arval teams. Our senior managers ask us to deliver outstanding service so it is only right that they are directly involved, doing the doing and helping to provide a great customer experience.”
This was the fifth year that Arval had taken part in National Customer Service Week. Robert Pieczka, business development and marketing director at Arval sat in on calls to the Arval Contact Centre; the team that supports Arval drivers. He said:
“Providing great customer service is crucial to the long-term success of our business and Customer Service Week provides an important reminder of this to our employees. Listening to our customer and driver needs, identifying where we can improve, measuring performance and rewarding great service are fundamental parts of our strategy and provide value for our customers and their drivers.”
‘Back to the floor’ is just one of a series of initiatives that Arval organised to coincide with National Customer Service week (from 7th to 11th October). Open days allowed employees from across the business to visit customer facing teams and gain a better appreciation for the work that they do, while the opportunity for employees to nominate their customer service champions was popular.
New managing director Benoit Dilly has also been heavily involved to personally recognise and reward the best examples of customer service at Arval’s Swindon and Birmingham offices.