Tagged Customer Service

Frontline Performance Group Launches Software to Deliver Data, Analytics

Global consulting firm Frontline Performance Group (FPG) has launched IN-Gauge, a performance management tool, which analyzes customer and employee behavior, recognizes opportunities, and identifies KPIs.

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BBB Investigates Payless Car Rental’s Complaint History

Better Business Bureau (BBB) serving Eastern Oklahoma informed attorney general of four states of its investigation into the complaint history of Payless Car Rental. Over 830 complaints have been filed against Payless in the past three years.

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How Social Media Impacts Customer Service

We talked to rental operators and marketing specialists to learn more about how a rental company’s activity on social media can improve its customer service while expanding its brand.

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Maintaining Customer Service When the Rental Goes Bad

Experts give tips on how to remain professional when dealing with difficult situations such as vehicle recovery, subrogation, or chargebacks.

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How to Drive Positive Customer Interaction

Using data from J.D. Power & Associates and tips from customer service experts, rental operators can employ these principles to help drive positive customer service — at various points — during the rental process.

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ACRA Practices Customer Service Skills in Politics

As a lobbyist for the car rental industry, the American Car Rental Association (ACRA) presents customer service skills when communicating car rental companies' needs and wants to government officials.

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What Car Rental Can Learn From the Hotel Industry

Hotels have found that an uncluttered front counter and assigning all managers to "visibility posts" enhances the customer experience. Can car rental adopt these practices?

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Mexico's America Car Rental: Transparency is Paramount

With the widespread issue of low rental prices, America Car Rental wants to give advice to customers on how to avoid the surprise of unexpected charges at the counter.

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Budget Australia Wins Reader's Digest Quality Service Award

Budget Car Rental has been named the gold winner in the car rental category of the 2017 Reader's Digest Quality Service Award.

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Avis Tops Customer Loyalty Engagement Index

For the 18th consecutive year, Avis Car Rental has been ranked the No. 1 car rental company in the Brand Keys Customer Loyalty Engagement Index.

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Dubai Rental Companies Can’t Keep Customers’ IDs

According to the Dubai Roads and Transport Authority, car rental companies are barred from keeping passports or identification cards of their customers. Additionally, new regulations on issuing permits to rental companies were announced.

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Frontline Performance Group Makes Fortune’s Best Workplaces List

Global consulting firm Frontline Performance Group (fpg) has earned recognition as one of America’s best places to work by Fortune 100. It was named to the magazine's "100 Best Workplaces" for medium-sized companies.

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The Yelp Conundrum: Responding to Negative, False Online Reviews

Alaska Auto Rental received a negative Yelp review from a person whose information was demonstrably false. As a business owner, how do you respond?

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Fox Updates Policies to Support Customers Impacted by U.S. Travel Ban

Fox Rent A Car will amend its prepaid rental booking, refund, and cancellation policies for customers that have been impacted by the recent U.S. travel ban.

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MGM Hospitality Expert to Close ICRS

Bringing guest service secrets from the hotel industry to car rental, Mary Ann Sena-Edelen of MGM Resorts International will deliver the closing keynote session at the 2017 International Car Rental Show.

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Rental Employees Sentenced for Stealing Customer Information

Former employees of Enterprise Rent-A-Car in the U.K. have been sentenced for conspiring to steal customer information that accident claims companies could use.

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How to Reduce the Risk of Auto Rental Chargebacks

Suresh Dakshina, president of Chargeback Gurus, shares insight on why auto rental companies can be susceptible to chargebacks and tips to lessen the risk.

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Reservations.com Revamps its Customer Service

The online hotel booking website, which includes car rental, is introducing live customer service agents.

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Hertz Introduces Electronic Rental Agreements

Hertz has started using electronic rental agreements and has expanded its eReceipt and Express Return service. The services will be available at all U.S. Hertz, Dollar, and Thrifty corporate locations by the end of this year.

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Enterprise Holdings Sweeps Satisfaction Ratings

For the third year in a row, Enterprise Rent-A-Car is ranked highest in satisfaction among rental car companies, according to the J.D. Power 2016 North America Rental Car Satisfaction Study. Enterprise Holdings' other brands National and Alamo took second and third.

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