Fleet News

Manheim commercial sites gain ServiceMark accreditation

Manheim’s three dedicated commercial vehicle auction centres are the first in the industry to gain the Institute of Customer Service (ICS) ServiceMark site accreditation.

The centres, at Gloucester, Haydock and Leeds, join Manheim’s Bristol auction site and its Inspection Services team, as accredited ICS businesses. Other brands that boast ICS accreditation include Bausch and Lomb, Boots and Ford.

Manheim has committed to rolling out the ICS World Class Customer Service programme across its entire network of UK auction centres over the coming months.

Marcia Unitt, customer services manager, Manheim said: “I’m passionate about customer service and very proud to see Manheim’s dedicated CV auction centres become the latest sites to gain their ICS ServiceMark accreditations. The ICS framework is fantastic and their stringent accreditation process proves we deliver world class levels of customer service. Manheim joins the likes of Audi, BMW, Inchcape Fleet Solutions, Mazda, Mercedes Benz Retail, Nissan and VW in the UK motor industry, who are already ICS members. The ICS ServiceMark accreditation is valid for three years, however our work does not stop here, far from it!

“Customer service is at the heart of everything we do at Manheim. I wholeheartedly thank and congratulate my colleagues for their hard work and look forward to the remaining Manheim auction centres joining them over the coming months.”

James Davis, director of commercial vehicles, Manheim said: “I am so proud of this achievement. Manheim’s journey to ICS World Class customer service accreditation began back in 2011 when I launched the CV Customer Charter.”

The Institute of Customer Service was set up in 1996 as a not for profit professional body for customer service. It seeks to lead customer service performance and professionalism and offers membership to individual customer service professionals and organisations. Nearly 7,000 individuals and over 300 organisations are members.

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