Released on: September 1, 2009, 7:32 am
Author: Europcar
Industry: Automotive

Europcar, the UK’s leading vehicle hire company has taken a leaf f r o m 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, f r o m 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 f r o m 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 f r o m vehicle hire companies, it would be fair to say the leisure customer has not traditionally received the same focus of attention.”

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