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...
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