Europcar Drives Change In Customer Experience
Released
on: September 1, 2009, 7:32 am
Author: Europcar
Industry: Automotive
Europcar,
the UK's leading vehicle hire company has taken a leaf from its
counterparts in the airline and hotel industries to create a fresh
approach to customer experience management.
Following
detailed research amongst customers and analysis of the customer
journey, Europcar has created what it believes is the car and
van hire industry's first
Customer Experience Guide for employees. At the same time, a new,
uncomplicated, step by step customer rental guide 'Your Guide
to a Smooth Journey' has been launched for provision to every
customer to ensure a simple, stress free hire experience.
The
Customer Experience Guide is a new process to be adopted by all
customer-facing employees across Europcar UK Group's business,
from those working at the 200 plus branches throughout the UK
along to those dealing with telephone reservations and enquiries
at Europcar's contact centre. The aim is to create the best possible
service to customers from the point of contact through to the
end of the hire.
Catriona
Lougher, Marketing Director for Europcar said: "Whilst high
volume business
car hire customers have always enjoyed a good level of service
from vehicle hire companies, it would be fair to say the leisure
customer has not traditionally received the same focus of attention."
Europcar
looked at each aspect of the customer journey in line with extensive
customer research undertaken early in 2009 to create a more cohesive
approach to service for both business and leisure customers. The
guide maps out the different steps of the car hire experience,
what customers want at each interaction and the key customer facing
operational standards to be delivered.
New
key fobs have also been developed for each customer-facing member
of staff outlining the 6 golden rules for good customer service
to ensure they understand how to deliver great customer service
and to gain some consistency across the business.
At
the same time Europcar is making vehicle hire easier for customers
with a new step by step car and van hire guide. 'Your Guide to
a Smooth Journey' offers all the key information customers need
to make their hire experience enjoyable - from what to do before
setting off to improving fuel economy, keeping the kids happy
in the car as well as the useful telephone numbers customers may
need.
Catriona
Lougher concluded: "By providing customers with the consistency
and clarity they demand, these initiatives will pay dividends
for the business enabling Europcar to develop the products, service
and experience that delivers differentiation, preference and loyalty.
We've already launched a range of new products this year that
are setting us apart from the competition, from free delivery
and collection, to one way airport
car hire, now we're really demonstrating our commitment to
be the first choice for car and van hire for consumers and businesses
across the UK."
Notes to Editors
About
Europcar
Europcar is the European car
hire leader in passenger car and light utility vehicle rentals.
The company serves business and leisure customers throughout Europe,
Africa, the Middle East, Latin America and the Asia-Pacific region.
Since March 2007 with the acquisition of Vanguard EMEA, its network
comprises over 5,300 rental outlets in 160 countries.
The
Europcar fleet has an average CO2 of 158g/km compared to the average
UK car parc which has 164.9 g/km CO2. Excluding franchise operations,
in 2008 Europcar signed more than 10 million rental contracts,
with 8,000 employees and a fleet exceeding 225,000 vehicles. In
September 2008, Europcar and U.S. market leader Enterprise Rent
a Car joined forces in a strategic alliance to form the world's
largest car rental network, with more than 1.2 million vehicles
and 13,000 locations around the world.
For further press information please contact:
Dominic Dennis
HSL
Churcham House
1 Bridgeman Road
Teddington
Middlesex
TW11 9AJ
T: 020 8977 9132
F: 020 8977 5200
http://www.europcar.co.uk/
2025
