case on enterprise - rent-a-car
DESCRIPTION
Case Study on "Enterprise - rent-a-car" by Yogendra Kumar Upadhyay Student of Aegis Global AcademyTRANSCRIPT
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Yogendra Kumar Upadhyay 28-12-2010
About Company
Jack Taylor - 1957.
A temporary replacement car or a vehicle for a special occasion who need.
Increased own business in fleet management, used car sales, car sharing, vanpool, and commercial truck rental.
In 1993, established out side from US to Canada, UK, Ireland and Germany.
In 1995, Enterprise opened its first on-site airport location at the Denver International Airport.
Services
• Web Dashboard
• Maintenance Management
• Insurance Enrollment Services
• Full Maintenance
• Vehicle Acquisition
• License and Registration
• Customizable Web Reports
A Glance The Values Of Company
F.Y. 2009-10 company annual revenues was $12.6 billion.
900 international car rental branches with more than 7200 employees.
Company has subsidiaries more than one million cars and trucks.
At the highest productivity levels and lowest costs.
Nine out of ten customers are satisfied.
EXECUTIVE BIOS
Andrew C. Taylor, Chairman and Chief Executive Officer
Donald Ross, Vice Chairman
Pamela Nicholson, President and Chief Operating Officer
William W. Snyder, Executive Vice President and Chief Financial Officer Matthew G. Darrah, Executive Vice President, North American Operations Lee Kaplan, Senior Vice President and Chief Administrative Officer Craig Kennedy, Senior Vice President and Chief Information Officer Edward Adams, Senior Vice President of Human Resources Steve Bloom, Senior Vice President of Enterprise Fleet Management and Car Sales
Rose Langhorst, Vice President and Treasurer
Such Accessibility And Agility Is Unique
• Diverse network of more than 6,000 neighborhood and airport branch offices located within 15 miles of 90 percent of the U.S. population.
• Stockholder credit facility available
• customers improve cash flow, lower costs, and expand credit lines. Following acquisition and delivery.
• Company represent approx 90% American population
Company’s Rules To Ensure Great Customer Service
Treat Your Customer The Way You Want To Be Treated
Always Treat Your Customer With Respect
If You Have A Staff Make Sure They Are Trained On How To Treat Your Clients
Resolve Any Customer's Problems Or Issues
Don't Make Promises You Can not Keep
Give your customers more than they expect
Take care of your customers and your employees first, and the profits will follow."
Customers Feed Back
• Outstanding customer service at Enterprise Enterprise’s employees are outstanding examples of what all
customer-service providers should be. I thought it would have been a stressful situation but company made us feel very comfortable and at ease. Not only did we come home with a great car, we very much enjoyed our time spent! Dawn C. Portchester, NY
Customers Feed Back
• Easy used car buying process I am writing to express my complete satisfaction with the
excellent customer service I received from Enterprise Car Sales in Melbourne, Florida. I recently purchased a 2004 Nissan Sentra 1.8 from Enterprise, and from the moment I walked into the dealership, it was truly a smooth, haggle-free process. I felt valued as a customer and appreciated the assistance. Linda S. Palm Bay, FL
• Enterprise Car Sales - No hassle. No pressure. I especially appreciated the "no-pressure" approach. William D Valdosta, GA
Customers Feed Back
• First-time car buyer pleased with buying process I would like to say how wonderful an experience it was for my first time
buying a car. Chris Beyer was my salesman. He went above and beyond to get me my first car. I look forward to working with Enterprise in the future to purchase my next car! Thank you Chris, and thank you
Enterprise! Sonja H Midlothian, IL
, IL
Customers Feed Back
• Enterprise Car Sales found the car I wanted Thank you for getting me the car I was wanting. Be assured that we will
recommend Enterprise to anyone looking for a car.
Tom and Sandra W. Glen Carbon, IL
Customer Service Representative
• Enterprise [email protected]
• Alamo Rent A [email protected]
• National Car [email protected]
How Can Create Lifetime Customers
It is based on the operating principles of Enterprise Rent-A-Car, which is widely revered for its best practices in customer service. By employing the strategies outlined in this book, Enterprise has grown into the #1 car rental company in North America.
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Please Read this book “Exceeding Customer Expectation”
THANK YOU