CS Knowledge
T/F: CS does not have the ability to see availability for NCA situations.
True! CS follows the same process as Reservations by sending an NCA form.
This Supervisor is close to celebrating their 10 year anniversary
Dee
For a CFA, how long should you wait on hold with a branch?
1 minute MAX
"Is your car going into the shop due to an accident?"
“Could you transfer me to the branch, they told me to call back the next time I wanted to rent.”
“This is a busy time for that location so I would hate for you to wait on the line before connecting with an employee there. I do however assist them with making reservations! What day were you looking to pick up the rental?”
T/F: CS can't book a reservation for a customer using their EPLUS points
True! CS does not have the ability to apply EPLUS points to a reservation. They instruct the customer to go online.
This supervisor recently adopted a puppy.
Deadrake
When does FY26 end?
After 7/31. FY27 Q1 starts 8/1!
Customer said the radio in the car wont operate. Do you transfer to roadside?
No. Roadside transfers are for mechanical/emergency switchouts only. Ex: Engine light, flat tire, etc
“Your price is higher than other companies!”
“I completely understand your concern, but I can assure you that our rates are extremely competitive with all the companies in the market. Since these vehicles reserve quick during the time that you’re renting for, what I would recommend doing is saving this as soon as possible! All I would need from you to get started is your first and last name.”
T/F: CS cannot refund for Roadside, lost keys, and cleaning/detail Fees
True! These requests would have to be sent back to the branch.
This supervisor is engaged & getting married this year!
Alice
What are the 3 steps to follow for a sell out call?
1. Check the next best location
2. If you cant find anything, ask the customer if a different date/time would work (ex: one way - can they return to the same location?)
3. If they need it for he original date/time, direct the customer to the website & close the call with "Are there any other future reservations I could assist you with today?"
Can ESC help with post-rental questions?
No. When to transfer: Customer hasn't picked up the rental and is needing to get ahold of the Airport.
“We’re still not 100% sure on the dates yet, is it fine to give you guys a call back?”
Not a problem at all! You’re more than welcome to call us back at any time. However, I do recommend saving the dates that you mentioned due to the potential impact on the rates if you decide to wait a little closer to the pickup timeframe. All I would need is your email address and a couple information from your license to get started!”
T/F: CS has the ability to refund for Home City Branches?
False! They cannot currently refund for Home City ECARS reservations. Their reps send a Feedback Form to the branch.
This supervisor plays in a softball league.
Eric
T/F: Reps should review renter requirements on every truck call.
True! Requirements might differ from one location to the next. Ex: Non-commercial renter information
If a customer has a billing concern, what do you do?
Use the location feedback form (In & post rental).
“Hey, what’s your policy for pets in a rental vehicle?”
Our pet policy will differ between locations, but I’d love to check for you! What’s the zip code that you were looking to pick up from and possible dates?”...**Provide policy then lead with**…”Since I have you on the line, these dates that you were looking to pick up on lands within our busy season time frame, were you looking for the best deal on a car, SUV or minivan?”
T/F: CS can assist with transferring emerald club free days
True! CS agents are able to verify the customer and send a request for transferring free days
This supervisor was a teacher prior to working for Enterprise.
Michelle
What are the 4 pillars of deescalation?
1. Empathy
2. Communicate confidently
3. Build trust
4. Set proper expectations
If a customer is upset about a policy, what do you do?
Do not transfer to ESC or CS. We can explain policy ourselves. Escalations cannot make exceptions to policy.
“The price online is cheaper than what you’re quoting”
Online price will match with our rates if they’ve inputted the same location (pickup & drop off), dates/time, and vehicle class.
If it’s third party, some benefits of renting through us are:
Paying at the counter instead of paying now for the rental.
Flexibility in modifying the rental.
Some companies do credit checks with customers using a debit card where we would follow our qualification guidelines.
Response: If all the info matches from their end.
“If everything that you’re providing me matches with what you have, I can save what I have currently and send it over to your email. There’s no financial obligation doing it this way and it’ll allow you to modify your reservation at any time through your email. What’s your first and last name for me to get started?”