MQI. Area Manager
Customer Service/ESQI Expectations & Goals - answer Expectations:
-Branch = 88/90
-Area = 88/90
-Group = 86/87
Goals:
-Always 100%
-Above corporate average for group
GP44 ESQI Plan - answer-All cars ready to go night before, fueled, cleaned, spot
checked w/ an upgrade row
-Rental ready expectations of 100% and QB Plan executed daily
-Morning meeting to set the tone for the day
-Perfect greeting where employee delivers full enterprise customer service experience
every time
-App calls to be completed by following business day, critical closing conversations,
drop calls completed at the end of each rental
How is the ESQI score generated? - answerSurveys
Role Play: DW Dispute - answerBe empathetic, fact-find, ultimately take $ off and
critical close
Role Play: Toll Pass - answerAsk what state they were in, find out if they went through
any tolls, give them citation # department
Role Play: Vehicle is Damaged - answerUpon return bring tablet, show no pre-existing
damage, don't blame CX, write a DX and give them the DRU phone # and claim #. Try
and get them to reach out to insurance
Role Play: No Cars on Lot - answerApologize, take ownership, be solution-oriented. At
the very last resort offer to get them over to the competition and give them your
business card.
Revenue Growth - answerExpectation: 3%
Goal: 5%
To drive revenue, offer upgrades, max rates, run tight
Sales Training Plan - answerSet tone in morning meetings, sales trackers, goal board,
role plays, EOM trackers & FOLLOWUPS
Customer Service/ESQI Expectations & Goals - answer Expectations:
-Branch = 88/90
-Area = 88/90
-Group = 86/87
Goals:
-Always 100%
-Above corporate average for group
GP44 ESQI Plan - answer-All cars ready to go night before, fueled, cleaned, spot
checked w/ an upgrade row
-Rental ready expectations of 100% and QB Plan executed daily
-Morning meeting to set the tone for the day
-Perfect greeting where employee delivers full enterprise customer service experience
every time
-App calls to be completed by following business day, critical closing conversations,
drop calls completed at the end of each rental
How is the ESQI score generated? - answerSurveys
Role Play: DW Dispute - answerBe empathetic, fact-find, ultimately take $ off and
critical close
Role Play: Toll Pass - answerAsk what state they were in, find out if they went through
any tolls, give them citation # department
Role Play: Vehicle is Damaged - answerUpon return bring tablet, show no pre-existing
damage, don't blame CX, write a DX and give them the DRU phone # and claim #. Try
and get them to reach out to insurance
Role Play: No Cars on Lot - answerApologize, take ownership, be solution-oriented. At
the very last resort offer to get them over to the competition and give them your
business card.
Revenue Growth - answerExpectation: 3%
Goal: 5%
To drive revenue, offer upgrades, max rates, run tight
Sales Training Plan - answerSet tone in morning meetings, sales trackers, goal board,
role plays, EOM trackers & FOLLOWUPS
