ESQI Flashcards
(31 cards)
Explain how ESQI is measured and understand we want CS customers
Measures a random selection of customers from that month who receive a phone call and ask how they rate the service.
Only CS are counted and scored based on the % of CS customers.
CS customers are happy to return and rent from ERAC
Name ERAC 4 core areas and state the goals for each
Customer Service - ESQI 82%
Employee Development/retention - 85%
Operating Profit - £100.00 per car
Fleet Growth - 15% month on month target
List branches ESQI score for 3,6 and 12
Find out
Explain Score Point Analysis and it’s impact on ESQI
SPA how customers rate service/experience at ERAC
Completely Satisfied Somewhat Satisfied Neither Satisfied/dissatisfied Somewhat dissatisfied Completely dissatisfied
SPA
Impacts every branches ESQI as it’s an accurate reflection from customers who were CS with the process of the hire, their vehicle, the ERAC rep customer service, speed and efficiency.
SS links to the business cycle/small things that ERAC could wow the customer
NS/DS means we are no different from other car hire companies
SPA (c)
SD either charge for damage or not happy with car or charges that they were unaware, did not agree to, lateness, queuing, haven’t answered phone in two rings or seen to be quick enough
CD branch may be suffering from operational/behavioural problems/ issues that a cust would go away CD
List 8 steps of ERAC of cycle of Service and identify best practices in each stage to guarantee CS cust
Telephone Pickup Branch arrival Rental contract To the car Call back Return of vehicle Invitation to return
Telephone
Answer within 2 rings
Wear smile over phone
Positive yes mentality
Pickup
Call cust to let them know you are on your way
Introduce yourself on the phone
Under promise and over deliver on pickup time
Let them know reg of car and take business card
Take clean car
Knock on door
Once picked up make friendship with cust
Fact find - query for right size of car, availability, discuss options for hire, build report
Branch arrival
Walk in with cust - help with luggage
Park in convenient parking place close to office
Show cust round available cars in car park
Rental contract
Explain what they are signing -explain all details - fully inform all the t&cs
Communicate understandably
Maintain eye contact
Build a report that represent ERAC to cust
To the car
Park in a safe convenient location facing out
Help with luggage
Talk cust round the car and do a boot to boot
Show e-tool- check tyres and screen
Show interior features
Call back
Polite, positive, wearing a smile, ask key questions about returning/extending vehicle hire
Confirm charges
Thank the customer
Return of vehicle
Boot to boot- let cust know what you are doing.
Ask if they have refuelled
Got all their belongings
Inspect with you
3 Critical SFL questions
Print receipt and explain charges of what they paid for during car hire
Invitation to return
Thank them for using enterprise
Let them know your name and if they require future assistance in bookings explain you are more than happy to help
Give business card
Wish them goodbye and a safe journey onwards
Key points used in booking telephone reservations
Fact find; name, contact details, age, full driving license, debit/credit cards, what group vehicle, date/time pick up, how many days, date/time drop off
Sell pickup service and CARP the customer (customer aware of rental process) both parts of driv Id, 2 proofs of address last 60 days, equivalent, cash qualification, £200 deposit plug cost of rental
Underline main points to positively impact ESQI when handling red cars
They are AA , insurance and body shop deals and arms.
Call them to find out what happens to vehicle, accommodate for there service and transfer to other branch if require
Introduce yourself, reassure them, let them know you have res, confirm vehicle and needs CARP and thank them
ARMS - automated reservation management system
A tool provided for company account reservations to provide them a quick and easier Method of making reservations for insurance, corporate or body shop hires to ERAC.
Come through as flashing red cars and is answered by confirming and saving details
NATRES - national reservations
Bookings made by customers either on phone, online on enterprise.co.uk or through brokers such as travel jigsaw and answered in the form of retails and corporate green e’s and should be handled by sending a confirmation email to confirm booking
Benefits of pick service for customers
Free of charge
If they don’t have access to a vehicle eg in body’s hop
Avoid travel costs and arrangement
Allows to touch contact with customer prior to the office to allow customer to get to know colleague
Show we as a company go out of our way for customers
Fact find and make Appropriate sales
Also ride back service after rental
ESQI - enterprise facilities quality index
Measures the image value to the customer of the front office- tidiness of the branch, presentable for cust, facilities up to dat for employees, cleanliness of back office, h&s for both cust and employee
Describe what branch employees are required to do to take care and custody of their facility to meet the company expectations
Cust info confidentiality, keep cust contracts locked away, keys in the back cabinet, doors on locks, cars all locked
Explain impact on ESQI when offering protection products, upgrades and additional services
ESQI impacts from PP, U/Gs and additional services can take a SWS cust to CD by offering them DW (to come onto ERAC insur) and takkng a EP (£600 reduction in retail excess should vehicle return with a COC)
Explain impact on ESQI when offering protection products, upgrades and additional services
If cust experience has any unforeseen able circumstance, the cust should still be CS with the service they received from ERAC.
At airports int cust who receive a uk driving leaflet which can give them additional piece of mind
