All fleet suppliers have some formal customer service and client relations staff and process, the former is usually for day-to-day services via telephone and email and the latter is more strategic and involves face-to-face visits.
Developing good, solid working relationships with suppliers is important in the overall success of such programs.
Here are eight key questions fleet managers should know or ask these supplier teams if they’re planning to work together.
- The average client service staff tenure.
- Specifics of who will be handling your account.
- Whether your customer service calls will be routed to the next open line in a call center or if you will have an assigned representative. Same goes for field client relations staff.
- The frequency of client relations representative visits.
- The size of other accounts your representative is assigned to.
- The number of accounts your representative handles.
- The territory that your representative covers.
- References for your representative.
Using the above information, a fleet manager, along with sourcing staff, can establish a profile of the service process, even develop a scorecard.