Counter agents are not only your frontline sales representatives to customers; they are also your first line of defense in the event of an accident.
That’s because doing their job thoroughly—which includes getting all of the customer’s information, clearly explaining the agreement and any policies available, making sure that the customer understands it and signs the appropriate waivers—will help you get through the accident claims handling process smoothly and quickly.
However, a simple error on the part of a counter agent or lot employee can throw a wrench in the claims adjusting process. This can lead to the rental company not being able to recover a loss or, worse yet, litigation from a third party.
“That is why it is so important to make sure the person renting the vehicle is properly trained,” says Bill White, vice president of the transportation division at Cambridge Integrated Services, an insurance claims management firm headquartered in Connecticut.