Marshall Fleet Solutions wins Most Improved Dealer award from Ratcliff Palfinger

Commitment to customer service, training and first time fix recognised

Cambridge, 29th November 2010; Commitment to providing quality service has seen Marshall Fleet Solutions, a Marshall Land Systems company, being recognised by leading tail lift suppliers Ratcliff Palfinger as the most improved dealer for 2010 during the Ratcliff Palfinger 24-365 service agent bi-annual conference.

To win the award Marshall Fleet Solutions (MFS) has had to demonstrate that its commitment to supplying these world leading tail lifts was exemplary. To show this MFS has been carrying out a process of continuous improvement. This has included recruiting more engineers, and placing greater emphasis on the training of both existing and new engineers. This in turn ensures that they offer a guaranteed standard of service to meet the requirements promised in the Ratcliff Palfinger 24-365 agents charter. The process involves setting high targets for engineers to repair faults during a first visit rather than having to make multiple visits. Sales of genuine Ratcliff/MBB parts and new lifts have also significantly increased during this period. Paul Addis, Managing Director of Ratcliff Palfinger, commented, “Marshall Fleet Solutions has made considerable efforts to ensure that our joint customers are provided with a high quality service and have definitely lived up to their promise of ‘Working for You’.” 

“The operations team at Marshall Fleet Solutions, under the leadership of Ian Hopkins, has really demonstrated its commitment to looking after the customer. This commitment is not just our 160 engineers out on the roads or at customers’ premises but also the staff at our call centre who provide a service 24 hours a day, 365 days a year. This award is a real tribute to them all and across the company we are proud of their efforts,” said Peter Callaghan, Chief Executive of Marshall Land Systems.

* Photo Caption: Pictured right to left is Paul Addis, Managing Director of Ratcliff Palfinger congratulating Ian Hopkins, Operations Director at Marshall Fleet Solutions, on the award of The Most Improved Dealer 2010, watched by Bill Stanton, Customer Services Manager, Ratcliff Palfinger and Nick Murray, Chairman of the 24-365 Agents Council  

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