Enterprise Car Rental

Customer Service: The Enterprise Way

Private Company

Incorporated: 1957 as Executive Leasing Company

Employees: 57,300

Sales: $7.4 billion (2004)

Founder: Jack Taylor

Enterprise Car Rental is known as the number one rental car company in North America. It ranked the highest in customer satisfaction by J.D. Power and Associates for rental car companies for the past seven consecutive years. It’s been on BusinessWeek’s list of ‘Customer Service Champs’ for the past four years. The company has been able to attain all these great accomplishments by providing superior customer service in its industry. Enterprise Car Rental is known to offer some of the best prices in the car rental industry. Their prices are reasonable and affordable. They have been able to attract customers, because customers are always looking for the best product/service at the best possible price. The cars they provide consist of wide range of brands and models. Customers have a wider range of cars to choose from.

Enterprise also offers to pick up its customers from any location around the city. The most common is picking passengers from the airport when they arrive. They can also pick up a customer who is involved in an accident from the site of the accident. If the person’s car gets damaged in the accident, the company could send a representative to pick the person up and take him/her wherever he/she wants to go. Customers do appreciate this service very much. Enterprise also tries to limit the number of people who have to wait to be attended to at their offices. If they have to wait, the waiting time is quite short. The company does this by scheduling their customers in a way that there won’t be too many people waiting in line to be served at their offices. If a few customers have to wait to be attended to, each person is offered a beverage of their choice to help them relax and be comfortable.

Enterprise believes in hiring university graduates to be a part of its staff. They bring in...