MAN launches new customer service initiative

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MAN Truck & Bus UK has invested a ‘seven figure sum’ in a new customer initiative.

The company has appointed consulting firm, McKinsey & Company, to launch an initiative called Customer First.

Simon Elliott, Managing Director of MAN Truck & Bus UK, said: “We have worked extremely hard with customers, dealers and staff to make improvements to ensure our customer service will be recognised as an industry benchmark.

“As part of the scheme, there will be on-going training at all levels within the business throughout the country.”

Customer satisfaction will also form part of a new dealer bonus scheme for 2016, so that dealerships are rewarded for providing a good customer experience.

Trish Newman, recently appointed Head of UK Customer Satisfaction, said: “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.”