MAN Truck & Bus UK is repositioning itself as a serious player in customer service – investing an undisclosed “seven-figure sum” in a new initiative that puts customers first.
It aims for its customer service to become “recognised as an industry benchmark.”
It comes after it faced sharp criticism over its lack of support when dealing with a batch of Euro 5 engines that suffered premature failures.
The company has sought the expertise of global management consulting firm, McKinsey & Company, to launch Customer First.
The new initiative has been designed to “change focus that will dramatically improve the customer experience across the whole business.”
It also sees MD Simon Elliott making a personal pledge to “put you first” and says that MAN will “do whatever it takes” to keep your vehicles on the road. He says: “If this has not been your experience, please e-mail me at firstname.lastname@example.org”
Regular customer experience surveys will also be undertaken throughout the year with “constant re-evaluation.”
Trish Newman, recently appointed Head of UK Customer Satisfaction, says: “We decided to look at the whole experience customers have when dealing with MAN Truck & Bus UK.
“Regular customers will now be surveyed periodically throughout the year so that we can closely monitor the service we provide. It means any dissatisfaction can be flagged up at an early stage and acted upon immediately, with hot alerts.”
Adds Mr Elliott: “We are more than 100% committed to improving the customer experience.
“We have worked extremely hard with customers, dealers and staff to identify where improvements can be made and have made them to ensure our customer service will be recognised as an industry benchmark.
“We have prepared the ground and talked long and hard on how to move forward and take the right action.
“There will be on-going training at all levels and a new point-of-sale will be introduced across the dealerships spelling out the company’s pledge to its customers and ensuring everyone walks the talk.”
Customer satisfaction will also form part of the new dealer bonus scheme, so dealerships are rewarded for “providing a great customer experience ensuring this vital subject is on everyone’s radar.”