CUSTOMER SERVICE Flashcards
1
Q
GROUP GOAL FOR CUSTOMER SERVICE
A
85%
2
Q
WHAT IS ESQI AND EXPLAIN HOW IT IS CALCULATED
A
ESQI = Enterprise Service Quality Index
Calculated via the customer satisfaction survey - it is the percentage of completely satisfied responses
3
Q
WHAT IS THE DIFFERENCE BETWEEN GOOD AND BAD CUSTOMER SERVICE
A
GOOD = standard, what customer expects EXCELLENT = going above and beyond - making it personable and memorable
4
Q
WHY DO WE NEED TO MAKE EVERY RESERVATION RENTAL READY?
A
Keeps service time in branch to a minimum - Low touch no touch - allows us to RV prior to cust coming into branch
5
Q
WHAT IS BEST PRACTICE FOR CLOSING A CONTRACT?
A
Close with customer present
6
Q
WHAT ARE 3 CRITICAL QUESTIONS AND WHY DO WE USE THEM AT ENTERPRISE?
A
SFL - to ensure cust is comp sat and to address any concerns before they turn into a complaint
