Chapter 6. Checklist Kids
The customer is all set to rent a car when he notices that his driver's license has expired. How should an auto rental agency employee handle such an unexpected complication? At Enterprise Rent-A-Car, where customer service is king, the response ought to be a no-brainer: offer to drive the customer to an office of the state department of motor vehicles to renew his license and then hand him the keys to his rental car.
But Enterprise is finding that young employees are often baffled by such snafus and must consult their supervisors about how to resolve them. "From day one on the job, we try to give our employees autonomy to think on their feet when dealing with customers," says Marie Artim, Enterprise's assistant vice ...
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