Following a poor customer service record, Microsoft introduced the 'four E' plan in a bid to improve service levels across its multi-billion pound business.
To create an optimum level of customer service, Simon Hughes, head of customer and partner satisfaction at Microsoft, said: 'Businesses need to create a customer-focused culture.'
Microsoft implemented the four E strategy, with the key headings of Embrace, Engage, Educate and Extend, all of which need to be adopted by every member of staff in the company.
Hughes explained: 'Embrace is where employees need to think what it is like to be a customer. Engage is what it means to interact with a customer and our employees were asked to suggest ways of improving this.
'Educate is the baseline for the team and all our employees are trained.
'Extend is completing projects around the business.'
However, Hughes believes implementing a new customer service strategy should only cover the imminent future, recommending the fleet industry only introduces a short-term plan due to regular changes occurring within the industry.
He explained: 'Businesses need to focus on the short-term, not the long-term, just looking at this week or this month. Over the long-term things change.'
He also recommends fleets operate with integrity, admitting if problems happen and then getting to the root of the problem.
He said: 'There is no shortcut. Companies need to be honest and direct their business in all areas. You need to find the cause of the problem, before developing the solution, but it all boils down to doing the fundamentals well.'
As part of its service review, Microsoft introduced a customer satisfaction scorecard, reviewed on a fortnightly basis which looked at areas where the business needs to improve. Another aspect fleets could learn from, Hughes said.
'Business challenges between software and the automotive industry are very similar. We both have global reach and face increasing competition,' Hughes said.
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