Enterprise Rent A Car

Running Head: Exception Customer Service

Exceptional Customer Service

Diana Girgis

University of California, Irvine

194W

Kara Thorson

March 14, 2007

Abstract

This qualitative research examined the factors that contribute to exceptional customer service. It aimed at distinguishing which companies valued customer service in comparison to other companies, specifically, how Enterprise Rent-a-Car values their customer service. In addition, customers, who were randomly selected, that used this company were interviewed about the customer service and how certain situations were handled. Furthermore, randomly selected employees from different branches were observed on their customer service skills, specifically how they handled customers who were not satisfied with the service. The research indicated that Enterprise employees do in fact go the extra mile in making sure that all customers are completely satisfied. Furthermore, when asked why they go the extra mile, employees stated that the company values them as employees and gives them many opportunities for growth, thus they compensate by doing all they can for the company. This research assumed that all customers would be satisfied with their experience with the company. However, there were instances when there were customers who were not completely satisfied.

Customer service is one of the primary attributes that help make a successful business. It is the foundation to every successful company and without it, there will be no business. With this in mind, there are some factors that contribute to the idea of exceptional customer service and it is hypothesized that a company or a corporation that does qualify for having exceptional customer service will go the extra mile compared to other companies and in the end ranked higher for exceptional customer service. The current study aims to identify factors that develop exceptional customer service is important. With this idea, one will expand upon how employees of companies with exceptional customer service have the agility to make the customers happy, and what benefits they acquire for helping the company with their exceptional customer service qualities. Not only that, but what other incentives do companies include to customer's who are often using their business. Lastly, discussed will be the different techniques that the company comes up with to better their business with the customers, employees and area surrounding the company. The current study aims to substantiate that important factors contributing to customer service include having incentives for employees, customers as well as achieving more than what is expected and accomplishing more than the norm.

The articles researched concluded that customer service is the building blocks of a great and successful company. Also included within these articles are examples of companies, such as Enterprise-Rent-a-Car, which is a company who has a wide reputation of having one of the most exceptional customer satisfaction ratio compared to any other company. Furthermore, techniques of how a company will be able to benefit through employees include ideas of ways to treat employees and make them feel that they have an important role other than just benefiting the company. The end result of this is that they will end up benefiting the company, which is through customer service, but that will entail benefiting them through the company with promotions and higher positions.

As stated, there are different steps to take in order to acquire exceptional customer service. With this research, one must include how a company treats their employees, as well as how the company can manage to show the customer that they appreciate their business. Not only that, but a company must learn that in order for success to occur, they have to learn from mistakes and gain the lesson on how to be better the next time around.

In general, the business world revolves around the customers. With every business there are certain ways in which the specific company adheres to the customer or cliental. Within many companies that are successful, their customer service is the number one priority, and this is the basis of their whole company. The current study seeks to find the factors that contribute to a company's outstanding customer service. In order to complete this task, there will be observations conducted to view how certain people within a company give their outlook on how important customer satisfaction is. There will also be observations conducted at various locations to help attain how each location maintains and helps acquire customer satisfaction whether or not the customer was initially satisfied with their experience with the company.

One of the many things that make a company should do in order to acquire great customer service is the by treating employees as though they are more than just employees. Recent analyses of Fortune's "100 Best Companies to Work For," suggest that a fun work environment' is one of the factors distinguishing superior performers from others (Chan, Gee & Steiner, 2000; Joyce, 2003). As stated in the article by Karl and Peluchette (2003), if you want your company to provide excellent customer service, you first have to provide that same kind of attention and appreciation to your internal customers--your own employees because you can't expect your employees to provide "service with a smile" if you don't give them something to smile about. Some suggestions to providing a fun atmosphere and work environment for your employees include relatively commonplace things such as bringing in food, giving awards, playing games, and forming committees to plan fun activities such as trips to different areas as a place to train, but to also relax and get away from the office For example, With Enterprise, these opportunities are always present according to the employees. From Happy Hours, to office lunches, as well as a yearly trip to Laughlin, Enterprise employees get the official luxury treatment. Not only that, but there are contests that employees engage in that not only benefit them, but the company as well. Two more recent studies examined employee perceptions of what makes a fun work environment. The type of activities perceived as most fun by the employees in these two studies were outings such as company-wide trips, food where everyone goes out to lunch and contests where everyone has the chance to win gift cards or free drinks (Karl and Peluchette 2006). The authors' perspectives give

...