Core Areas - Customer Service

Question 1

6 Step Interaction Plan

Answer 1

1. Greet and direct
2. Name and brand 2x
3. Build relationship
4. Review features
5. Hand out business card/professional businesses statement
6. Receipt, confirm satisfaction, sell the close

Question 2

Cycle of service (6)

Answer 2

1. Telephone
2. Branch Arrival
3. Contract
4. To and at the vehicle
5. Call Backs
6. Returns

Question 3

Understand best practices for Customer Service

Answer 3

Timeliness- Rental Ready 90% 4 days out, 90% Arms called in 20 minutes, 100% Arms called in 1 hour

Cleanliness- Branch brand image, every car cleaned and verified by counter manager

Attitude & Professionalism- Morning Qb huddles

Question 4

3 Critical Questions

Answer 4

1. How was customer service?
2. Is there anything we can do to make it up to you?
3. How can I make it up to you

Question 5

ESQI- Definition, how measured, and top 3 driving factors

Answer 5

-Enterprise Service Quality Index

-Cleanliness, Timeliness, and Attitude

-Measured by service calls (~25 calls/month), anything completely satisfied is a failure

Question 6

Know the 3 and 12 month scores for Branch and Corporate

Answer 6

Branch: 92/83

Corporate: 85/84

Group: 87/85

Question 7

Be familiar with the clean car check list (Interior)

Answer 7

Wipe dashboard
Cup holders/ ashtrays
Clean consoles
Glove box (registration)
Carpets free of stains/ floor mats in place
Vacuumed
Door jams wiped down
Gas 1/4 of tank
Horn, wipers, turn signals working
A/C, heat works

Question 8

Be familiar with the clean car check list (Exterior)

Answer 8

Cleaned
Rims and Tires clean
Trunk is clean. Spare tire and jack in place
Oil and wiper fluids are at proper levels
All windows are clean and free of stars/ cracks
Liscence plate stickers are up to date

Question 9

Understand Priority pass: required fields, goals, how to effectively use VIP boards and expedite rental process

Answer 9

-Priority Reservations: Put customers name on VIP Board (EPlus/ Corporate) - Allow customers to see we had them on our daily game plan

-Pre write contracts

-Priority pass goal: 90%

-Red car goal: 80% within 20 minutes

Question 10

Quarterback Plan-3 most important functions and the potential impact it has on our business

Answer 10

Three functions:

Communication- Everyone knows what to do and when

Service- everyone maintains a service-orientated mindset

Sales- everyone maintains a sales mindset and competitive attitude

Question 12

Understand how to best handle the phones and use phone script

Answer 12

Answer phone in 2 rings and handle call like a professional. thank you for calling Enterprise this is Wendall speaking

Script: When do you need the car? How long? How did you hear aboutEnterprise? What size car are you looking for? Rate quote in 2.0, Ask for reservation?, “what would it take for me to book the reservation right now?” Get other fields of information and renter verify to make rental ready.

Question 13

ESQI

Answer 13

Branch 3 Month 92
Branch 12 Month 83
Corporate 3 Month 87
Corporate 12 Month 84
Group 3 Month 87
Group 12 Month 85