CUSTOMER EXPERIENCE

As a representative of Europcar, your priority should always be the customer. Your key objective within your
role is to deliver an experience and journey which leaves the customer wanting to take another ride and to
provide an exceptional service that they would recommend to their family and friends.

KEY POINTS TO REMEMBER

PROVIDE A BE PROMOTE BE BE A BE FRIENDLY

5 STAR SERVICE APPROACHABLE THE CAR PRESENTABLE CHAUFFEUR & PROFESIONAL

Please find below a summary of the Customer Experience expected by our customers, listing what we can do
to ensure a smooth, profesional journey and most importantly offer the highest possible standard of service.

PICK-UP PROCEDURE

1. CAREFULLY READ YOUR JOB

2. PROCEED TO PICK-UP
3. ENTER THE ROUTE
4. DOUBLE CHECK STANDARDS
5. EXIT THE CAR
6. MAKE CONTACT

GREETING & SETTING OFF

1. GREET THE PASSENGER

2. WALK TO CAR / OPEN DOORS
3. INFORM CUSTOMER OF ROUTE
4. LAST CHECKS (SEATBELT ?/ TEMP? / RADIO?)
5. CHECK MIRRORS & SET OFF
 DURING JOURNEY

1. CONVERSATION
2. KEEP CONVERSATION GOING
3. GAUGE YOUR AUDIENCE
4. KEEP EYE ON TIMES
5. CHECK ON PASSENGER
6. PROMOTING THE CAR

ON ARRIVAL

1. INFORM CUSTOMER WHEN NEAR ARRIVAL

2. PARK SOMEWHERE SAFE
3. ALWAYS OPEN DOORS
4. ALL BELONGINGS TAKEN?
5. PROVIDE ASSISTANCE
6. DEPARTURE
7. LEAVE THEM WITH A SMILE

AFTER JOURNEY

1. CHECK FOR LOST PROPERTY

2. CHECK CONDITION OF CAR
3. CHECK FOR EQUIPMENT
4. COMPLETING THE JOB
5. PARK UP