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Customer Service

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.

Fleet Operations Exist to Support User Departments, Not Vice Versa

Some fleet managers lament they used to be in "control," but now "share" responsibility, requiring approvals or buy-in from every affected department. Fleet managers must learn to be diplomats, because interdepartmental conflict can have a corrosive effect on how departments work with fleet operations.

Fleets Stand Behind GM in Chapter 11, But Questions Linger

Automotive Fleet magazine conducted a survey of General Motors' largest commercial fleet customers, immediately following its June 1 announcement that it filed for voluntary Chapter 11 bankruptcy protection. Here's what these commercial fleet managers had to say.

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