The Car and Truck Fleet and Leasing Management Magazine

GE Commercial Finance Fleet Services Awarded Center of Excellence Certification

September 27, 2005

EDEN PRAIRIE, MN — GE Commercial Finance Fleet Services’ maintenance control center has been recognized as a Center of Excellence for customer service by the Purdue University's Center for Customer-Driven Quality. The Center of Excellence certification is given to customer service call centers that rank in the top 10 percent for effectiveness and efficiency. GE Commercial Finance Fleet Services is the first in the fleet industry to receive the certification for its around-the-clock maintenance control center. GE’s team of 107 technical advisors handle more than 5,000 calls a day. They help customers control costs by directing fleet drivers to pre-ferred vendors and negotiating repair costs. To earn the Center of Excellence designation, GE Commercial Finance Fleet Services met criteria by independent researchers. Key criteria include customer satisfaction, service level standards, resources, employee training, leadership, process management and operational efficiency. These measures were taken via live call monitoring, evaluation of performance metrics, conducting team focus groups and contacting Fleet Services’ customers for direct feedback.
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