Connect News
Welcome to the Nissan family
Paul Willcox, Managing Director of Nissan Motor (GB) Ltd., turned out in person to open Prolog’s new customer service centre at Croxley Green.
Standing alongside Prolog MD, Robert Audley, Paul extended a warm welcome to the entire Prolog/Nissan team:
“You have become part of our family,” he said, “and that’s extremely important because it is something shared by every individual who works for our company.”
Describing how Nissan has gone from strength to strength to become one of the world’s most profitable car companies with a global marketplace, Paul continued:
“Only yesterday in Japan Nissan’s President, Carlos Ghosn, announced his Five-Year Plan calling for growth in all regions, and so the challenge is for us here today to help lay the foundations for that growth in the UK.
“We will be number one, for the quality of our products and for the quality of customer experience, and the emphasis is on all of us here to deliver that quality to our customers.
“In the UK we have 3.2 per cent of the market and we need to raise that to 4.5 per cent by 2012. Every one of you has a key role in supporting our business and in helping Nissan recapture our loyalty base here in the UK.
“Walk into this building and you have the feeling of who Nissan is, but you have to live the brand and that starts at the point where each of you talk to our customers... You are the face of Nissan to those customers and your role is to help build trust.
“We put people at the front of the business, and I will be sharing with you, as part of our team, our progress as a company.
“I want to say a personal thank you to the whole team. It has been a huge project with many issues to overcome and a challenge to everyone to meet the opening date of February 1.
“But from what I’ve seen here today, this contact centre will be a great success and I will come back here in six months, or a year, or when ever you ask me to celebrate that success.
“And one final thing: We will be successful, because we have a mad passion for our cars!”
Car giant chooses Prolog Connect for UK customers and dealerships
Nissan Motor (GB) Ltd, has chosen Prolog Connect to manage its UK customer service centre. Located at Croxley Green near Watford, the new self-contained, branded facility went live on February 1.
Under the three-year contract, Prolog in partnership with Nissan’s dealer network will be handling all unresolved customer queries escalated from a separate ‘front office’ service centre.
The contact centre is located just five miles from Nissan’s Maple Cross headquarters, and staffed by more than 20 hand-picked case managers and supervisors. All have exceptional levels of product knowledge as a result of a thorough client-based training programme, including experience of driving Nissan vehicles.
Associate Director Paul Miller told Dispatch: “Prolog ticked all the boxes for Nissan, especially since we were able to show that we understood their service ethic and that we could enhance their customers’ after sales experience.
“Our location close to Maple Cross was a big plus, especially during the training phase.”
Bev Cutler, Customer Quality Manager at Nissan Motor (GB) Ltd., said: “The demonstrable quality of Prolog’s contact centre staff has been fundamental in our choice. Nissan is committed to building our brand on an unrivalled customer experience in the UK, and we are working with our dealer network and business partners ensure that customers come back to Nissan time after time.
“Prolog Connect offers the pedigree in brand advocacy and high levels of customer service that will ensure we maintain total customer focus in one of our key markets,” she continued.
