Mark480



Everglade Palms
Assignment #2

Presented to:
Professor Peter Dedicik

Leyla Ghobadi 5829720
Yuan Bing 5315344
Christine Nasrah 4628276
Karim Ehbrahim 6183999

Concordia University
Customer Service Excellence
March 6, 2008

Table of content
Executive Summary……………………………………………………………………….……3
Conclusions and recommendations……………………………………………………………4
Definition of moments of truth ………………………………………………………………..5
Recap of the moments of truths ………………………………………………………………6
Post-purchase via the phone
Finding the phone number to call the car…………………………………………….……….....7
Being transferred to appropriate department or selecting right extension……………..…….….7
Waiting to talk to a Representative…………………………………………………….….…….8
Speaking to a representative, greeting……………………………………………………..……8
Asking questions, obtaining rental information……………………………………………..…..9
Reserving a car………………………………………………………………………………..…9
Ending phone call……………………………………………………………………………..…9

Post-purchase via the store
Locating Store……………………………………………………………………….……….…10
Entering Store (Receiving eye contact/Getting acknowledged)……………………..…………10
Waiting to get served by a representative……………………………………………..………..11
Information (categories of cars, models offered, prices, insurance)…………………..………..11
Selection/Availability of car…………………………………………………………..………..11
Cleanness and performance of vehicle………………………………………………..………..12
Conclusion by sales representative/Recap……………………………………………..……….12
Leaving store…………………………………………………………………………..………..13
Giving Feedback……………………………………………………………………….……….13

Post-purchase via the website…………………………………………………………………14
Finding car rental company website……………………………………………………………..14
Having the option to select the desired language (French/English)……………………………..14
Browse website and collect the information about the vehicle, rate, service and miscellaneous..14
Register a membership…………………………………………………………………………...15
Modify membership...