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Customer Service

How to Master-Plan and Set Goals

An integrated master plan can not only identify often missed best practices and goals, but also ensure continuity and focus. Without this fundamental tool, a fleet may unknowingly confine itself to constant struggle, frustration, and chasing mediocre results.

How to Avoid Stagnating as a Fleet Manager

We all, at some point and in some of our endeavors, stagnate, and fleet managers are not immune. Here are some ideas to help fleet managers keep their careers full of new and fresh ideas, and make work a good deal more satisfying.

Successful Fleet Managers Excel as Servant Leaders

Internal users are too often treated by some fleet managers as a captive audience that can be dictated to and shown little respect; however, it is important to remember the reason your fleet department exists is to support user departments. You are the business partner of these departments that rely upon you to provide superb customer service to help them fulfill their daily tasks.

How to Survive Interdepartmental Politics

A fleet manager interacts with a multitude of internal corporate supporting functions. With all of these interdepartmental requirements, how can you successfully navigate the inevitable conflicting priorities?

Drivers Aren’t Users, They’re Customers

Some fleet managers have an adversarial relationship with drivers. These internal customers aren’t your nemesis. In order to develop a service mindset, you need to view work from the customers’ perspectives. Define your functions with the customer in mind. The fleet manager is responsible for creating a fleet culture that values all internal customers, even difficult ones.

Donlen Contact Center Awarded for Customer Service

Donlen’s Maintenance Contact Center has earned the Outstanding Customer Support Performance recognition award from the Fraser Group for achieving scores seldom attained by customer engagement centers.