Documents 1
What is the difference between a rental agreement and a signed rental agreement?
The signature.
They are 100% the same otherwise!
In what language is a final invoice generated?
Local language (and sometimes english)
Which are the parts of core issues?
- Summary
- Customer expectations
- To Do
- (Expected) Resolution
If a customer claims the supplier did not have any car available for them, what do we need to confirm in order to refund the booking, and whom do we confirm it with?
We need to confirm with the supplier whether it is a fleet fail.
You get an email: “We were refused the car and demand a refund for this. Kind regards, Kim and Tom” what is the first thing you have to do?
You have to do ID&V:
The e-mail is signed with two names, and we do not know who we are talking to.
Name 2 things you cannot find on a final invoice?
There are many things you cannot find here. A few could be; Signature, Damage schematics, Estimated costs, ...
A customer claims they never signed for a local insurance. Which document may help in this situation?
The Signed Rental Agreement will show what a customer did or did not agree to.
Where can we confirm if it’s new or old SLA?
What other info can you find there? (2)
You can find this on the Supplier Contact tool.
You can also find microsite information, supplier contact details and other important information about how to work with this supplier.
True or false: We have more cancellation options than customer service agents, one of which is being able to change the cancellation amount in CRBMS.
False: While we can change the cancellation amount in CRBMS, we follow the same rules as the CS agents.
When calling to a customer, what are the things you have to do when they answer?
- Introduce yourself with branding
- Let them know the call is recorded
- ID&V
Do you receive the CI or CO at PU, and what kind of information can you find on it?
At pick-up you receive the Check-Out document. You can find all info on the car at pick-up. (Damage, fuel, mileage, etc.)
A customer claims they tried to call us from location but couldn't get through to us. Which document may help in this situation, and why?
A screenshot of their call history will help to see if they called us from the location, in which case we may offer a 3-day loss.
What is the total duration of the original SLA process?
How long are the durations of each step?
The original SLA is 21 days:
14 - 5 - 2 days
Name 3 of 5 ways we can get a No Show confirmation.
We can confirm it in five ways:
- Memos
- Microsites
- No show lists on drive
- Send steps
- Call supplier
If you do not have enough information to understand a case, which 4 sources could provide us with more information?
- From the customer
- From CRBMS
- From the supplier
- From our internal departments
A customer claims they dropped off the car in time but got charged for an extra day. What document may help in this situation and why?
A boarding pass or train ticket may help to prove the customer dropped off on time.
Name 3 things we always need to do with documents?
Delete documents from personal laptop
Report sensitive documents to data rights
Cross reference the docs and customer
If a customer is telling you that they are an influencer with 50.000 viewers, what do you do with this case?
You have to send it to the complaints team with the appropriate template.
You specifically asked the supplier to confirm that they had no car available, yet all the CHC confirms is a No Show. To dispute an insufficient supplier response, which button must you ensure to press?
You have to click the "Restart Steps" button, because otherwise the steps timer will not continue and you have to send them manually.
A customer got charged for location fees which they claim should be included. If the charge is correct however, what may have happened?
They made use of a local service, which means location fees and taxes are charged on that service.
You're looking for a FI on the Goldcar microsite. It's telling you the account code is incorrect. Where can you find this information in CRBMS?
You can find it in the CRBMS history.
If you send a manual refund request to the finance team, what document do you need and which information needs to be on there?
You will need a bank statement with the name, bank and last four digits of the account of the person who originally paid for the booking.
When do we use the standardisation process and what does it look like?
We use it for an unknown charge with no documents, no microsite. We will ask the customer to send us the FI within 48 hours to advise them, otherwise we will temporarily close the case.
The supplier did not have a car available at 10pm as booked, which they confirmed. The customer wants the money back for one night at a local hotel, the restaurant they were forced to use, the full booking, the new more expensive car and wants emotional damage compensation. What can you offer them?
We can look into refunding the original car, the difference in price with the new car and the hotel for one night as long as we have all the documents.
We do not compensate for the experience or the restaurant.
There are three main things for which charges could be applied after the rental. What are these and how can we dispute them?
They are as follows:
- Tolls
- Fines
- Damage
They cannot be disputed by us.