Van users have been advised not to tolerate ‘call centre syndrome’ from fuel card suppliers. Steve Clarke, general manager of The Fuelcard People, said: “Businesses using vans are not all the same and suppliers should understand their individual needs, but that rarely happens with fuel card companies. New customers regularly tell us that their previous suppliers expected them to queue for a random call centre operator whenever they had an account query. If the person taking your call has never heard of you, how can they possibly understand your business?”
Every customer opening an account with The Fuelcard People is assigned a dedicated account manager, with a named back-up to cover holidays. It means that the customer always speaks to the same person, who soon comes to know them and understand their needs.
Steve Clarke advised that a supplier’s approach to customer service should be a key element in choosing a fuel card supplier. He said: “The most important factor has to be cost savings, so any potential fuel card supplier should cover every major fuel brand, but customer service is almost as vital. A manager is too busy to explain their business to a random operator every time they call a supplier. If a fuel card company will not let you call the same person every time, ask yourself how much you really matter to them.”
He identified other key considerations for van users as including the availability and scope of full management information. “You should be able to examine your account whenever you want,” he said, “with the ability to download customised reports straight into your standard office packages. You should be able to see transactions before they are invoiced and you should be notified immediately of any unusual refuelling activity.”
Steve Clarke invited LCV operators to contact The Fuelcard People: “If you don’t like call centre syndrome,” he said, “don’t accept it. Not only will we assign you a named account manager immediately, I bet that we can find a better package of benefits than you already have.”.
Van users can call The Fuelcard People on 0844 870 9856, email info@thefuelcardpeople.co.uk or visit www.thefuelcardpeople.co.uk. The Fuelcard People is the only UK supplier to cover every major brand. Its range includes discount fuel cards which are valid at BP, Esso, Shell, Texaco, Total, Q8, Jet, Gulf, Spot, Murco, Morrisons, Somerfield, Tesco and Moto filling stations, as well as on the Diesel Direct (Keyfuels) and UK Fuels networks.
The Fuelcard People
Tel: 0844 870 9856
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