Andreas Nolzen
What is considered damage?
Any change of condition to the vehicle
At what point should branch employees discuss damage with a customer
During Check Out, while your customer is at the Counter
During the rental period, when your customer calls to report damage
During Check In, when the vehicle is returned
100%
What car rental company has the best training team?
SIXT!
what damages are most common in hoods?
Chips and Dents
What are the most common types of damages?
chips, dents, scratches, and structural damage, interior
What is the branch responsible for?
logging damage accurately and communicating damage policies / procedures with their customers
What are the benefits of proper damage recording?
•Provides transparency
•Informs the billing process
•Ensures accurate claims
Promotes a premium customer experience
Where should the damage report be placed?
Glove compartment
Structural Damage
When speaking to customers about damages what do you we need to have?
Empathy!
What is the claims department responsible for?
processing damage claims, providing damage claim updates to the customer, and collecting payments from customer due to vehicle damage
What happens when we incorrectly document damage?
•Confusion about the damage
•Inaccurate Customer Charges
•Duplicate logs of the same damage
•Inability to collect cost from the customer
Peace of mind
Who is going to be experts of damage detection after this class?
you guys!
Why is it important to accurately document damage? (select the best answer)
Provides transparency
Informs the billing process
Ensures accurate and timely claims
When do we document special cleanings?
Pet hair
Muddy car mats
Bad odor interior
Stain(s) on seats
Other issues
How are damages identified in oAPP?
Orange Dots
Ensure completion and legibility. Scan into oapp
Do we do a live check in if a customer has Peace of Mind protection or LDW?
yes!
What tools do we use during damage detection & Quality Checks?
Chalk Marker, Damage card, OAPP, Tire Gauges.
Does the check in process effect our customer scores?
yes!
Hello my name is ___, welcome back to sixt! how was the vehicle?
True or False - The new damage card is meant to replace the old damage card
what does the fond farewell consist of?
Confirm email
offer assistance
Remind customer of the survey
Show appreciation