Overcoming the 'It’s Personal' Mentality
An irate customer is never fun. But helping your counter associates understand that they aren’t directing their ire at them personally is the first best practice in customer relations.
January 25, 2020
An irate customer is never fun. But helping your counter associates understand that they aren’t directing their ire at them personally is the first best practice in customer relations.
January 25, 2020
How you handle the customer in an urgent time of need determines the size of your reward.
December 18, 2019
What if the car rental customer interacts primarily with the distribution channel, and the car rental company becomes more of a service provider?
October 23, 2019
This hilarious exchange with a customer will be all too familiar to local rental operators.
October 11, 2019
Trying to satisfy a customer with a specialty vehicle when corporate won’t give up the car illustrates the need to advocate for long-term relationships over immediate profitability.
October 9, 2019