Miscellaneous 1
Customer called in and said they spend $50K on rentals. Deciding factor is price and availability. Their spend is split between Avis and National and they primarily use National. And want to see what Avis can offer. Discussed getting lowered rates and submitted a rate request
What is Rate Change/ City Flex
Customer called in and asked to book a reservation. CNF # 1234-5678-US-0
What is Booked Reservation
Customer needed to change the pickup date and time on their upcoming reservation.
What is Reservation Modification
Customer wants to combine some of their coupons to get an SUV free day. They asked how the coupons can be combined and how long will it take.
What is Customer Request
Business meetings have gone from in person to virtual requiring less travel.
What is Reduce Travel
Customer picked up during the voice mail and the line went silent.
What is Customer Hung Up
Customer stated the business was owned by their father who has passed away and now the business has closed and they wont be traveling for the business.
What is Out Of Business
Customer stated they never travel for business, but love the discounts they can use when they travel to the Bahamas
What is Leisure Use
Called customer and they weren't there, so we left a message
What is Left Voicemail
Called customer and they rent once a year in December for youth basketball games. No rentals were needed today
What Is Travel Needs Unchanged
Returning customer call, the gate keeper stated the DM is in a meeting and please call later
What is Decision Maker Not Available
Customer stated they never travel and don't intend to. They said they don't recall setting up the account
What is No Account Interest
Customer called expressing their identity was stolen and had to close all personal accounts. Now they are seeing activity on their account they don't recognize.
What is Fraud Account
Your customer stated they were working on a film project two years ago, and it was simply a one off. They dont anticipate any more travels.
What is One Time Need Only
Customer said they were planning on a big venture that fell through and now they dont need the account, so they want to close the account
What is Request to Close/ DNR
Customer is new to the business program; they are coming from National and is interested in what Avis can offer their company.
What is Account Maintenance
Assisted the customer on booking a reservation on Avis.com with pin number. They also needed their pin number and to change the credit card
What is Customer Walk Through
Customer wanted to update contacts on the account and change address.
What is Account Update Form
Dispo only used by leadership for rate requests.
What is Client Request/ Leadership Only
Customer is loyal to Hertz and spends $200K with Hertz. Budget is secondary choice
What is Under Competitor Contract
Customer spends $35K per year with Avis and National, they are willing to give Avis half of the spend if underage employees can use the account as well.
What is Gain Commitment
Customer called and needed to update their credit card because their card was compromised.
What is Transfer to ABG Department
New account holder called in, they are non-profit government organization and they need 3 mini van by Friday. They need to pay for the van for the employees with the corporate credit card. The account was used once with over
What is Billing Request Denied
Customer has the car and they had to have it towed back to the location. Once they got to the location, they were told there was no car available. They wanted to check nearby locations for availability and finally file a complaint.
What is Customer service
Customer's car was impounded and they were double charged for the car. They called customer service and were denied the refund. Now they are getting their lawyers involved.
What is Legal Action