MQI Study Guide - Customer Service Questions and Answers Rated A+

MQI Study Guide - Customer Service

What are the GP 21 Non-Negotiable for Customer Service? - answer- S/F LOGS

- Q/B PLAN

- 100% CLEAN CARS

- 211 LOG

- GREET EVERY CUSTOMER WITH A SMILE

Explain ESQI. Explain TSQI. - answerESQİ (ENTERPRISE SERVICE QUALITY
INDEX) IS CALCULATED AS THE AVERAGE OF THE PAST THREE MONTHS. GET
A SCORE EVERY MONTH AND WE ARE GRADED ON THE AMOUNT OF PEOPLE
WHO STATE THEY ARE COMPLETELY SATISFIED DURING RANDOM SERVICE
CALLS UPON THE CLOSE OF A RENTAL.

TSQi IS THE COMBINATION OF SERVICE SCORES BETWEEN ENTERPRISE,
ALAMO, AND NATIONAL

What branches would have a TSQI? - answerAIRPORTS

Explain the 6 steps to Customer Service Excellence? - answer1. GREET EVERY
CUSTOMER IMMEDIATELY AS THEY ARRIVE, DIRECT THEM TO THE NEXT STEP

2. USE THE CUSTOMER'S NAME TWICE, BRAND TWICE

3. BUILD A RELATIONSHIP WITH THE CUSTOMER (LEARN SOMETHING ABOUT
THEM OUTSIDE OF THE RENTAL PROCESS)

4. REVIEW VEHICLE FEATURES EVERY TIME

5. HAND OUT YOUR BUSINESS CARD TO EVERY CUSTOMER & GO OVER
PERSONAL MISSION STATEMENT

6. PROCESS RECEIPT, CONFIRM COMPLETE SATISFACTION, SELL THE CLOSE
(3 CRITICAL QUESTIONS)

What are the top 3 factors in driving complete customer satisfaction? - answer1.
TIMELINESS

2. CLEANLINESS