ACF Car Finance Consistently Delivers Customer Clarity

In an industry which regularly receives criticism, leading specialist sub-prime car retailer and finance arranger, ACF Car Finance Limited, has been working tirelessly to change public perception.

The unique training the business has devised over the past twelve months has been influencing the company's continuous progress in enhancing customer service. Richard Cox, Head of Motor Operations, developed an internal communications and training action plan which has resulted in a significant cultural progression within the organisation; ensuring that the customer is even more central to absolutely every decision undertaken throughout the company.

Cox reveals that one of the keys to the recent company development and success is the consistent, considerate approach ACF Car Finance offers its customers: "Clear, honest and fair communication is at the heart of everything we do, from our staff feedback forums to our national advertising campaigns.

"The FSA's Treating Customers Fairly (TCF) principles are integrated within our training and communication processes, and not only that, recent feedback illustrates that TCF has been fully embraced by our staff."

Internal surveys revealed that ACF Car Finance employees have adopted the TCF principles – with over 96% of staff achieving 100% understanding and implementing the company's 'customer-centric' focus.

Cox adds: "Every possible step has been undertaken to ensure that the customer's interests are protected and we have devised a deliberate and methodical approach to internal communications, training, staff development and evaluation."

The training programme has involved the development of a dedicated intranet focusing on clear and honest customer communications, regular internal newsletters, workshops, TCF staff forums, the creation of a TCF working group, an internal TCF communications campaign, staff surveys and regular measurement of the company's cultural shift.

Cox concludes: "The campaign has been well received by staff internally. The success rates are testament to our team's commitment to TCF."