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
It can be a cumbersome task choosing the right GPS tracking system. Read this comprehensive guide so that you can find the right fit for you.
June 6, 2019
Sometimes knowing when to waive a charge on a car rental bill matters more than a strict adherence to the bottom line — and can be a cost-effective marketing tool.
March 26, 2019
An Avis Budget agency operator shares how he grew his business 20% by changing his customers’ experience.
February 10, 2019
The AlixPartners survey found that 50% of respondents cited parking issues and associated costs; 35% cited the laborious process of renting a car as reasons for using ride hailing instead.
August 6, 2018
Rental companies can maintain relationships with past customers by keeping up with communication, offering incentives to rent again, and continuing to improve the customer experience.
November 16, 2017
At the end of a rental or reservation call, a rental agent should always ask to book future rentals.
November 16, 2017
By establishing a verification process and enforcing certain requirements at the counter, a rental company can reduce the chances of its vehicles being stolen or used in a crime.
August 15, 2017
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.
May 8, 2017
Experts give tips on how to remain professional when dealing with difficult situations such as vehicle recovery, subrogation, or chargebacks.
May 8, 2017
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.
May 8, 2017
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.
May 8, 2017
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?
May 8, 2017