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Customer service, consistency, and the Contact Center

9.13.18.ContactCenterA day in the life of a Contact Center employee involves a telephone, computer and conversations with about 100 customers.

Interacting with that many personalities throughout the day takes a special skill set, and Erin M.’s Contact Center team members are masters of their trade.

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The Case of the Missing Passport

9.10.18.PassportMost people love a good Sherlock experience – playing detective, putting TV-learned sleuthing skills to work and solving a mystery.

But when the mystery doesn’t present enough information to be solved, interest dwindles and the detectives are left with a cold case.

When Tom C., Group Rental Manager in London, received a lead on a rental mystery, he closed a cold case and earned a lifetime customer.

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Kids, cars and customer service

Nick Luccia_PhotoAnyone with kids can attest, traveling with little ones can be stressful.

Many parents have a plan of attack to wrestle their kids into car seats and make the ensuing drive a bit easier. There’s trusty Goldfish crackers, a lively Disney sing-along or a portable DVD player.

But what happens when your mom-mobile breaks down and ends up in the shop leaving you, and your five children, in the lobby of an Enterprise looking for a rental?

Leave it to Nick L., Branch Rental Manager in Tampa, to answer this question and calm a flustered parent while solving her transportation needs.

The customer thanked Nick by calling him her “guardian angel,” and she wrote a heartfelt letter of appreciation.

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A series of unfortunate events

ehiSD-40Lost keys.

Misplaced driving glasses.

Flat tire on the rental car.

Thousands of miles from home.

Imagine a scenario where you face all these obstacles. The panic and frustration could send even a well-seasoned traveler into a tailspin.

When a customer recently found himself in this exact situation, he turned to Southern California’s Administrative Representative Connie J. Connie’s diligent service put the customer at ease, solved his issues and earned his loyalty for life.

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Dead battery recharges customer’s love of Enterprise

David Colon PicPuerto Rico Return Agent provides exceptional customer service.

Six months ago, Hurricane Maria battered Puerto Rico leaving mass destruction in its path.

In the weeks following the storm, Enterprise employees worked tirelessly to ensure the business could get customers where they needed to go.

Today, many residents are still feeling the effects of the storm. According to Puerto Rico’s Power Authority, 103,000 people are still without electricity.

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A Southern Snowpocalypse

Monique v2One employee receives accolades for her customer service after record snowfall hits Atlanta.

1968 was a record-setting year in Atlanta. That year the city reported seven snow days.

Keep in mind, snow days are counted when there’s at least 0.1 inch of frozen precipitation. With an average annual snowfall only reaching 1.9 inches, it’s safe to say the city doesn’t frequently experience extreme winter weather.

But this past December was an exception to the rule as record snowfall hit the Atlanta area – where some saw more than six inches of snow.

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Love and Lost Luggage

Alamo Proposal PicTravel can be stressful.

Lost luggage can send a person into panic-mode.

A pending marriage proposal can be downright unnerving.

Combine all three? That will get your heart pounding.

It’s a good thing the Alamo* team at Hartsfield–Jackson Atlanta International Airport knows how to handle stressful situations and stay calm, cool and collected while providing great customer service. And thanks to them, this story has a happy ending.

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Puerto Rico Rises

HR Manager Eduardo A. recounts his experiences after the devastation of Hurricane Maria.

PR Cover ImageIn September 2017, Puerto Rico was devastated by Hurricane Maria, one of the strongest storms to directly strike the island in more than a century.

In the weeks following the storm, Enterprise employees acted quickly – coming together to ensure the business could get customers where they needed to go, even while their own lives were afflicted.

In this story, Eduardo A., HR Manager in Puerto Rico, provides a firsthand account of his experiences after the storm and the resilience and dedication of employees who went above and beyond.

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The Red Convertible

Michael MahonyHow one branch manager helped a customer forget illness and find happiness.

Spotlight on Service is a recurring feature in which employees share how they create positive customer interactions.

In this segment, North Palm Beach, Florida Branch Manager Michael M. tells us how he helped a customer fulfill the one remaining adventure on her terminally ill friend’s bucket list. Michael stepped up to the challenge and exceeded the customer’s expectations, and she later wrote a note of appreciation for his compassion and attention to detail.

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Fighting fires with rental cars (and trucks)

Enterprise Holdings, Rental Car, First Responder, Wild Fires,  Cal Fire, 111717How Enterprise supports first responders battling California wildfires.

On Oct. 8, as many Californians drifted off to sleep, one of the most destructive fires in the state’s history ignited in Northern California. High winds following a dry, hot summer set the stage for devastation. Within minutes, intense, fast-moving fires began raging across much of Napa and Sonoma counties.

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