MQI Study Guide
7 steps of customer service - answer1. Greet Customer at door with handshake ans
smile
2. Preperation for tomorrow starts today
3. Dash QB in place daily
4. Business cards with every transaction
5. Thank you calls
6. 3 critical questions
A. on insurance tickets assume extension up to 5 days
B. Call close pends and utilize 3 critical questions again
7. Morning meeting to drive sales and service
8 founding Values - answer1. Our brands are the most valuable things we own
2. Personal honesty and integrity are the foundations to our success
3. Customer service is our way of life
4. Our company is a fun and friendly place to work where teamwork rules
5. We work hard and we reward hard work
6. We strengthen our communities one neighborhood at a time.
7. Our doors are always open
8. Great things happen when we listen our customers and each other
Four Cour Areas of our Business - answer1. Growth
2. Customer Service
3. Employee Development
4. Profitability
5 fiscal goals for region - answer1. Fleet Growth 10%
2. I-Rate 33.50 2%
3. Net Other 10%
4. Esqi 85 or higher
5. IPC growth 5%
3 criteria to win exceptional achievement award - answer1.ESQI at or above corporate
average (customer service)
2. Days earned growth positive or above corporate average (growth)
3. Net profit above corporate average (profitability)
4. No we didn't qualify.
ESQI stand for - answerEnterprise Service Quality Index
, How is ESQI measured? - answer3rd party calls 25 to 30 closed contracts each month
asking customers likelihood to return. It is based on a 3 month rolling average and a
6/12 month score
What are the 3 critical questions - answer1. How was our customer service?
2. What can we do to make it better
3 How can we fix it?
- on a scale of 1-10 how would you rate us?
Why is asking 3 critical questions so important - answer1. Make sure the customer is
leaving completely satisfied
2. Can look for any reoccurring trends
3. Can fix any issues immediately
Days Earned Growth Formula - answerThis year's fleet number divided by last year's
fleet number
4 most Important functions of the QB checklist - answer1. Teaching Leadership of
Branch operations
2. Delegating tasks and communicating
3 driving revenue and esqi
Role play and unsatisfied customer with our retail rates - answer1. Explain to customer
why retail rates change
2. Make customer happy and allow them to vent
3. Allow customer to get lower rate this one time
Role play customer who rented from another store but is dropping off at your branch.
When you ask 3 critical questions, you uncover customer is disputing 15 days of DW.
They thought it was supposed to be a one time charge. No notes left. - answer1. Find
what is fair
2. Write off any money
3. Call original branch so they can follow up with the customer.
What is name of committe that handles business ethics issues. - answerBusiness ethics
committee.
Name the committee members for 09CC - answerRVP: Christian Kaas
HR: Renee Butler
Risk Manager: Jeff Brown
AM: Corey Bell
Business Manager: Jenny Hawkins or (new)
If you are faced with an ethical concern, what are 4 ways you can report them to the
right individual? - answer1. Ethics-point.com
2. Contact Some one from ethics committee
7 steps of customer service - answer1. Greet Customer at door with handshake ans
smile
2. Preperation for tomorrow starts today
3. Dash QB in place daily
4. Business cards with every transaction
5. Thank you calls
6. 3 critical questions
A. on insurance tickets assume extension up to 5 days
B. Call close pends and utilize 3 critical questions again
7. Morning meeting to drive sales and service
8 founding Values - answer1. Our brands are the most valuable things we own
2. Personal honesty and integrity are the foundations to our success
3. Customer service is our way of life
4. Our company is a fun and friendly place to work where teamwork rules
5. We work hard and we reward hard work
6. We strengthen our communities one neighborhood at a time.
7. Our doors are always open
8. Great things happen when we listen our customers and each other
Four Cour Areas of our Business - answer1. Growth
2. Customer Service
3. Employee Development
4. Profitability
5 fiscal goals for region - answer1. Fleet Growth 10%
2. I-Rate 33.50 2%
3. Net Other 10%
4. Esqi 85 or higher
5. IPC growth 5%
3 criteria to win exceptional achievement award - answer1.ESQI at or above corporate
average (customer service)
2. Days earned growth positive or above corporate average (growth)
3. Net profit above corporate average (profitability)
4. No we didn't qualify.
ESQI stand for - answerEnterprise Service Quality Index
, How is ESQI measured? - answer3rd party calls 25 to 30 closed contracts each month
asking customers likelihood to return. It is based on a 3 month rolling average and a
6/12 month score
What are the 3 critical questions - answer1. How was our customer service?
2. What can we do to make it better
3 How can we fix it?
- on a scale of 1-10 how would you rate us?
Why is asking 3 critical questions so important - answer1. Make sure the customer is
leaving completely satisfied
2. Can look for any reoccurring trends
3. Can fix any issues immediately
Days Earned Growth Formula - answerThis year's fleet number divided by last year's
fleet number
4 most Important functions of the QB checklist - answer1. Teaching Leadership of
Branch operations
2. Delegating tasks and communicating
3 driving revenue and esqi
Role play and unsatisfied customer with our retail rates - answer1. Explain to customer
why retail rates change
2. Make customer happy and allow them to vent
3. Allow customer to get lower rate this one time
Role play customer who rented from another store but is dropping off at your branch.
When you ask 3 critical questions, you uncover customer is disputing 15 days of DW.
They thought it was supposed to be a one time charge. No notes left. - answer1. Find
what is fair
2. Write off any money
3. Call original branch so they can follow up with the customer.
What is name of committe that handles business ethics issues. - answerBusiness ethics
committee.
Name the committee members for 09CC - answerRVP: Christian Kaas
HR: Renee Butler
Risk Manager: Jeff Brown
AM: Corey Bell
Business Manager: Jenny Hawkins or (new)
If you are faced with an ethical concern, what are 4 ways you can report them to the
right individual? - answer1. Ethics-point.com
2. Contact Some one from ethics committee
