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FN50 Customer Service Individual and Team Award Success 2017

Holly Smith and Carol Burgess from Alphabet collecting the FN50 Customer Service Team award on behalf of the Service Management Team
Holly Smith and Carol Burgess from Alphabet collecting the FN50 Customer Service Team award on behalf of the Service Management Team

9 November 2017

These awards recognise the outstanding contributions from employees of the UK’s top 50 leasing companies who have gone above and beyond during the year in their approach to customer service and support.

At the FN50 Dinner Alphabet was successful in two out of three customer service award categories, winning both ‘FN50 Customer Service Team’ award and ‘FN50 Customer Service Individual’ award. In the ‘Team’ category, Alphabet were winners for a second year in a row as the Alphabet Service Management Team were winners for their highly-regarded proactive and reactive approach to delivering service improvements, while in the ‘Individual’ category Corporate Sales Executive, Simon Carter was rewarded for his commitment and dedication to finding new ways to help customers as well as outstanding customer feedback. This recognition follows up the success of Alphabet’s Customer First Contact team in the 2016 FN50 Customer Service Awards.

Deborah Jenkins, General Manager for Customer Relationship Management at Alphabet commented: “These FN50 Customer Service awards are a huge boost not only for the team and the individuals involved, but also the wider Alphabet team at Farnborough and around the UK. These respected awards recognise the huge strides made within Alphabet’s UK business over the past 18 months in terms of focus on the customer and quality of service.

It’s great to see that the investment in our people and our commitment to them is not just being felt by our customers but is also being recognised within the industry as a centre of excellence. Following our recognition at last year’s FN50 Customer Service awards with the Customer First Contact team, it’s terrific to see that in 2017 we’re building on that success and taking it on to another level.

Simon Carter, one of our Corporate Sales Executives will be a popular winner of this award with both colleagues and our customers. Everyone who comes into contact with Simon is bowled over by his commitment to customers and continual search for new ways and tools to help Fleet Managers and drivers. He invests huge time with customers which combined with his dedication and pride in his work epitomises the great service we offer. Simon truly keeps the customer at the heart of everything he does and is always prepared to go the extra mile.

Our Service Management team has been in place at Alphabet for nearly 18 months and in this time the team has played a transformational role in the service we offer to customers. We took the decision to move away from a standard ‘Account Manager’ model to a dual approach where ‘Service Managers’ are dedicated to optimising operational service delivery and developing future enhancements. The success of the team is down to the individuals involved; each is passionate about customer service and improving the customer journey. They are ‘the voice of the customer’ within Alphabet. Their focus is proactive, continuous service improvement and this is what sets this team apart. They are always looking at how we can make things easier, quicker and simpler for our customers - even where we already have highly-satisfied service levels. In this industry, service innovation is king and that is what the Service Management team are delivering.”

Simon Carter from Alphabet collecting the FN50 Customer Service Individual Award
Simon Carter from Alphabet collecting the FN50 Customer Service Individual Award