Once again, our commitment to customer service has been recognised by an industry award. For the second time, Tusker has been awarded the Fleet World Honours ‘Innovation in Customer Service award’ (we also won it in 2015), in recognition of our customer-focused and internal training processes.
The judges were particularly impressed with our response to the changing requirements of our customers with the restructuring of our internal teams, together with the implementation of new processes in order to better meet their needs. Teams are now divided to respond to corporate customer calls, and a new phone system automatically reroutes calls to the correct team. This has minimised call waiting times for customers and has improved call management considerably.
Additionally, Tusker’s internal training resource, The Academy, has gone from strength to strength since its launch a year ago. With a fun and engaging platform based on video games and superheroes, it’s perhaps unsurprising that the system has a 100% employee engagement rate and continues to provide effective content for improved learning and individual development.
The Academy has contributed to the improvement in customer service management, with every Tusker employee having been provided with additional training on how best to serve customers, reducing the amount of calls which are passed around internally.
Tusker’s commitment to customer service is at the heart of everything it does. The company believes that its considerable business success is due to delivering exceptional standards to customers and thereby “making employees happy,” which is a key for the company. As such, Tusker has increased turnover by over 80% in the past three years, while continuing to improve customer experiences.
Tusker is delighted with the award. David Hosking, CEO comments: “To once again have our customer services recognised with the Fleet World Honours is really fantastic. We pride ourselves on delivering excellent standards for our customers and so to have this acknowledged within the industry is just tremendous.”
In addition to this prestigious award, Tusker is eagerly awaiting another industry accolade in the form of the Fleet News Awards, Leasing Company of the Year (up to 20,000 vehicles) in which it is a finalist. The winner is due to be announced on March 15th.