ESQI Flashcards
1
Q
What tools/processes are available to raise Esqi by preventing/resolving customer issues?
A
VSA Rental ready 3C's Reservation management (i.e. stagger throughout day) Behaviour Front counter Launchpad - triage customer Esqi stamp (2 day call back)
2
Q
Group expectations for transaction times, CTA and phone handling
A
5 minute Transaction times
Book red cars within 20 mins
2 rings
3
Q
3,6 and 12 month Esqi
A
76, 74, 78
4
Q
Why is customer service so important to the business?
A
Referrals
Repeat bookings
Sets us apart from other companies
5
Q
How can LP drive Esqi?
A
Quicker transaction times Smoother customer experience More customer interaction Looks more professional Quick solutions Helps with one enterprise mindset
