Overview

A keen focus on operations, cost management, leadership, and customer service is presented in this book for fleets to thrive in today’s competitive business environment. Basic concepts and customer service fundamentals, along with integrated best practices, and business tools are fully described. This model can be applied by service groups of any size to achieve quality performance benefits for both the customer and the fleet-provider. Fleet Services: Redefining Success presents: A back-to-basics approach that begins by redefining a fleet's customers to fully identify and provide customer-driven services. A hierarchy for success that includes development of management goals and strategies to exceed customer expectations. Best practices and associated business tool requirements that assure exceptional service and win-win results. An innovative business model that maximizes opportunities and positive outcomes for fleet service providers. It is the only single-source book of its kind that brings together the interests of fleet managers and their customers to achieve a higher level of business performance.

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