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Michael Pitcher, president and CEO, LeasePlan USA

LeasePlan USA’s dedication to customer service has propelled the company to success, with record-high client satisfaction as well as a 98.7 percent client retention rate. One of the main ingredients in its customer service formula is its service systems, which allow LeasePlan’s associates to quickly respond to customer needs, resolve issues and mitigate service gaps.

At LeasePlan USA, which is led by President and CEO Michael Pitcher, response to customer issues is contained in a closed-loop resolution system that captures expected responsiveness and allows employees to adhere to the parameters called “ResponsePlan.”

ResponsePlan’s mission is to enhance the level of service provided to clients by ensuring that the company’s resolution management system facilitates timely resolution of client-related issues.

The tool helps to facilitate capturing, tracking, trending and resolving client requests and utilizes a highly disciplined approach to measure employee responsiveness. Employee response time to each client-related request is measure against an operation-level agreement, which is an individual, pre-established time frame tied to each associated process. With the system, LeasePlan measures actual response time against optimal response time.

LeasePlan also utilizes a quality assurance program to remain a world-class customer service provider through evaluation and training. The goal of the program is to create a consistent-quality customer service experience throughout the organization by reviewing and scoring client interactions on a monthly basis. The interactions are recorded via telephone and computer during a business transaction, and the calls are then scored by a quality assurance analyst.

If a pattern of behavior continues to manifest itself in an employee’s quality score, the analyst will work with the employee and his or her manager to design a skill improvement progrtilizes a quality assurance program to remain a world-class customer service provider through evaluation and training.

How to reach: LeasePlan USA, (770) 933-9090 or www.us.leaseplan.com