New hire observation procedure - answer--30 minute observation for potential MT to see the branch in action. Also opportunity for management to assess the candidate.
-Introduce candidate to branch personnel
-Discuss sales and marketing expectations with candidate
-Inform candidate about th...
MQI Practice Test
New hire observation procedure - answer--30 minute observation for potential MT to
see the branch in action. Also opportunity for management to assess the candidate.
-Introduce candidate to branch personnel
-Discuss sales and marketing expectations with candidate
-Inform candidate about the importance of customer service
-Allow candidate to observe the branch operations
-Discuss Enterprise philosophy and employee development program
Founding Values - answer--We work hard and we reward hard work
-Enterprise is a fun and friendly place where teamwork rules
-Customer service is our way of life
-Our doors are open
Great things happen when we listen to our customers and to each other
-Personal honesty and integrity is the foundation of our success
-Our brands are the most valuable things we own
-We strengthen our communities one neighborhood at a time
Mission Statement - answer--To be the best transportation service provider in the
world
-To exceed our customers expectations of service, quality, and value
-To provide our employees with a great place to work
-To serve our communities as a committed corporate citizen
Core areas of the business - answer-1.Customer Service (ESQi)
2.Employee Development
3. Growth
4. Profit
Manager vs. Operator - answer--Manager: An individual who is personally
accountable to his own success and the success of their team.
, -Operator: An individual who operates under designated parameters and is not
accountable for the success his actions create.
ESQi Absolute - answer--Enterprise Service Quality Index
-Car Goal: 90% Car Expectation: 86%
-Truck Goal: 94% Truck Expectation: 92%
Cleanliness
-Vehicles - clean car pledge
-Spotless and sanitized
-Properly maintained
-Open console, glovebox, tires turned
-Open clean/ close clean
Professional Appearance
-Dress code
Facilities
-Branch appearance
-Organized lot plan
Friendliness
-Sincerity
-Warm welcome with a smile
-Personalize the interaction
-Empathy
-Yes mentality, flexibility
-3 critical questions
-How was our customer service?
-Was there anything we could have done better?
-Resolve any issues timely and effectively
-Appreciation
-Thank customer for our business
-Invitation to return
Timeliness
-Rental Ready (86% expectation)
-CARP & Confirm
-Launchpad Execution (100% execution)
-Rental and Return
Scale Point Analysis - answer--3rd party company calls 25 customers selected at
random every month
-ESQI is calculated on a 3 month rolling avg.
-Break down of who was CS, SS, NSND, SD, CD
-84%CS, 12%SS, 4% all others
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