One of the UK’s fastest growing Commercial Vehicle Contract Hire companies has achieved an industry first after securing the government recognised ‘Customer Service Excellence Standard’ (CSE Standard).
Prohire Plc, which has its head-quarters in Stoke-on-Trent, is the first company within the Commercial Vehicle Contract Hire sector to be recognised for its commitment to delivering customer-focused practices.
Taking 12 months to complete, the CSE Standard provides companies with a practical tool for driving customer-focused change through rigorously examining policies and procedures.
Assessed across five key areas, including customer insight, culture and quality of service, Prohire has worked closely with employees, suppliers and customers to ensure its policies and procedures are customer-driven.
Dave Barlow, group managing director at Prohire, says: “Good customer service is a 360o process – a continual partnership between customers, employees and suppliers.
“If you get your customer relationship right, it leads to repeat business, loyalty and recommendation. Being the first in the Commercial Vehicle Hire Sector to receive this customer service excellence standard has set an industry benchmark and is testament to Prohire’s culture and commitment to always deliver beyond expectation.”
As part of the assessment a group of Prohire’s suppliers and customers were randomly selected and interviewed, with many commenting on the company’s quality of consultation and engagement.
“Communication is key. Prohire doesn’t shy away from feedback which is evident in the report. If we can do something better, we will. Customer-care is often overlooked when you’re in a period of growth, when it should be the foundation,” says Barlow.
“We continually review our policies and create new systems to improve the customer journey. We are delighted with this outcome.”
With auditing over multiple days, and months of preparation and information gathering, it is a difficult standard to achieve as an independent consultant representing G4S Assessment Services (UK) Ltd (G4SAS), explains: “Like many quality assurance standards, you cannot write a policy to pass the assessment, it has to be evidenced and ingrained within the business.
“Prohire demonstrated that excellent customer service is a major focus and key to securing future business.”
Formed in 1997, Prohire provides Commercial Vehicle Contract Hire and fleet management solutions to both local and national customers across the UK.
In addition to the new government recognised CSE Standard, Prohire has also achieved Investors in People – BSI: ISO 9001, is a member of British Vehicle Rental and Leasing Association (BVRLA), Freight Transport Association (FTA) and achieved the Van Excellence partnership accreditation during 2016.
Only one other company has achieved the CSE Standard through G4SAS in the commercial vehicle sector – the DVLA. In addition to the DVLA, there are currently two other companies within the commercial vehicle sector holding the CSE Standard through different assessment bodies.