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,......
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Approximate Word Count: 4326
Approximate Pages: 18 (250 words per double-spaced page)
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