
Sure, any company would jump at the chance to use technology to reduce labor costs. But it also comes with some big, red, flashing warning lights.
Sure, any company would jump at the chance to use technology to reduce labor costs. But it also comes with some big, red, flashing warning lights.
Internal users are too often treated by some fleet managers as a captive audience that can be dictated to and shown little respect; however, it is important to remember the reason your fleet department exists is to support user departments. You are the business partner of these departments that rely upon you to provide superb customer service to help them fulfill their daily tasks.
Personal observations of retail and travel transactions reveal just how much a consumer’s time is worth today, and how increasingly intolerant we are of inefficient transactions.
Some fleet managers have an adversarial relationship with drivers. These internal customers aren’t your nemesis. In order to develop a service mindset, you need to view work from the customers’ perspectives. Define your functions with the customer in mind. The fleet manager is responsible for creating a fleet culture that values all internal customers, even difficult ones.
Not caving to a customer with a blatant agenda may have consequences, especially for a small rental company that relies on stellar Yelp ratings to advertise. But business integrity must prevail.
The percentage of dealer service visits relating to recalls reached 16 percent in 2015 for at least a six-year high, yet satisfaction among those customers is also rising, according to a J.D. Power study.
In the midst of a new round of car rental company buyouts, the successful independent is becoming a rare commodity.
While the world concentrates on whether rental rates will rise, rates don’t rule the world.
For the second consecutive year, the Chevrolet Volt was ranked at the top of Consumer Reports' National Research Center's Owner-Satisfaction survey.
Digging into the J.D. Power and Associates Rental Car Satisfaction Study reveals ways to combat the low-rate game, as well as one proven tip for improving your customer satisfaction score.
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