Mannai Trading awarded Fleet Excellence Award from GM

Mannai Trading Co. had already recognised the official dealer for its range of Cadillac, HUMMER, Opel and GMC vehicles in Qatar as the 'Best of the Best' in the Middle East and Levant region for its Customer Relationship Management (CRM) programme, which it announced two months ago.

Over the years, the company has successfully launched a wide range of GM vehicles to the Qatari market, combining Mannai Trading Co.'s 'customer-first' approach with an excellent after sales network.

Mr. Fadi El Kik, Mannai Trading's Fleet and Leasing Manager, explained that this latest honour recognises a number of criteria which go to making up the overall award. "Not only did we exceed our annual fleet sales target, which is one of the fundamentally important elements of the programme, but the back-office procedures inherent in making the business more productive and effective were also put in place. For instance," he continued, "we completed our fleet customer database which incorporates information on all new business prospects.

"All our fleet sales executives and managers also attended Certification Courses provided by the GM Academy for Excellence, with the aim of equipping all customer facing Fleet Sales teams with the skills required to develop strong business relationships and sales growth in the fleet sector. Fleet Sales Executives attending these courses are assessed in a number of key areas and upon successful completion are designated as Certified Fleet Sales Specialists.

"The award also recognises the establishment of our fleet department structure with full administrative support, ensuring a permanent and effective sales team dedicated to the fleet market; whilst all Fleet Sales Personnel also have access to essential systems and controls.

"And finally, we were recognised for the implementation of a permanent Fleet After Sales strategy which covers Fleet maintenance and service packages, a mobile workshop, a parts discount programme for fleet customers and a dedicated area and reception for fleet customers at the workshop.

"After sales forms a significant part of the customer relationship with Mannai," El Kik went on to explain, "and it is vitally important to build customer relationships in order to increase customer retention. These initiatives all aim to increase customer satisfaction.

"So, without wishing to sound complacent, Mannai Trading is delighted, though not surprised, to have received this latest award which amply demonstrates the strong business model we have instilled throughout the company, the strong teamwork inherent across our entire Fleet Sales, and our success in delivering exemplary customer service which ensures total customer satisfaction with our entire range of services,"

he concluded.