daily rental

Question 1

why do we provide excellent customer service?

Answer 1

to help satisfy every customers needs
makes customers feel comfortable, trust us
helps with growth, loyalty, returning customers
helps me be recognised in the business

Question 2

how is service measures?

Answer 2

service quality index - tsqi = total

percentage of people who said the were completely satisfied

Question 3

what is our customer service plan? (6)

Answer 3

greet the customer at the door and introduce yourself with a handshake
every employee to acknowedge every customer with a sincere gesture
use the customers name
hand out your business card to every customer
SFL with every customer
preparation for tomorrow starts today

Question 4

what are the 3 c’s

Answer 4

confirmation clarity closure
to be done at start middle end of rental
start - non arms, date/size/pickup, return/rideback
middle - callback, update/last day, return
end - launchpad, check round/charges, sfl

Question 5

what are the 8 cycle of service steps?

Answer 5

phone call
pick up 
branch arrival 
rental contract
to the car
call back 
return of vehicle
invitation to return

Question 6

what are the 4 steps of sales?

Answer 6

build rapport and earn trust with the customer
fact find
show product knowledge - car xs - 1500, prem and vans 1750,
objection handling

Question 7

what is a 2nd touch non fault?

Answer 7

when the bodyshop gets the job and flips the customer for us
gets the rate up and increases our atr
garage/bodyshop has flipped

Question 8

what is a 1st touch flip?

Answer 8

insurance company corrects

Question 9

what is a 3rd touch flip?

Answer 9

erac counterflip

Question 10

what are the controllable costs?

Answer 10

bad debt
fuel
undoc damage
cust sat

Question 11

what are our costs?

Answer 11

ecternal maintenance 
depreciation
ax and licence
interest
coll comps
dr liability
rent
fuel

Question 12

what happens when we delete a vehicle?

Answer 12

it has been sold
check in for damage 
clean vehicle
repair any outstanding damage claims 
close all open claims
once deleted it has no insurance

Question 13

what do our vehicles depreciate at?

Answer 13

1.7%
if we pay 20k
depreciate 10k of that
then sell for 15k
we make back 5k we already depreciated ourselves
split between all branches who have rented the vehicle

Question 14

how do we handle complaints?

Answer 14

LAURA
listen and ask questions
accept responsibility 
understand the customers perspective
resolve the issue
apologise for their experience and show appreciation