A customer, an Atlanta media personality, shared a recent Enterprise rental experience in an article she wrote in a local publication. In the article, she praised Management Assistant Kiley K. for her quick thinking and can-do attitude. Kiley turned this particular customer’s bad experience into a positive one, with a few simple actions. Read on to hear it from Kiley’s perspective:
Q: When did you start with Enterprise?
A: I joined the company in May 2014. I had been in my previous job for 10 years and was ready to move on to a new opportunity with Enterprise, so I applied.
Q: What drew you to the company?
A: I was drawn to the idea of promotion from within; that employees are able to move up if they’re willing to put in the work. I also liked working the evening and weekend hours that Enterprise offered.
Q: Do you remember this particular customer and the interaction you had?
A: I could tell she was having one of those days when she walked in and was at her wit’s end. She told me her story and was very flustered. I took over the situation and handled it for her. I also was able to help calm her son down and I think that, in turn, calmed her down. I was just doing my job to make her happy and make the rental process as stress-free as possible.
Q: What motivates you to go above and beyond for your customers?
A: I just treat people how I would want to be treated if I were in their situation. If I was having a hard time, I would want someone to fix the issue for me, to make it right.
Q: How do you keep frustrated customers satisfied?
A: I always try to remember that it’s not personal. They are usually not mad at you, just the situation. I try to get their input and think about how I can fix their issue.
Q: In your opinion, what sets Enterprise apart from the competition?
A: I’ve had customers comment on our customer service and say we are much friendlier than the competition. We listen to our customers and are empowered to make decisions that have them leaving happy and satisfied.
Q: What’s your favorite part about your job?
A: I like interacting with people and hearing their stories. In my neighborhood branch, I’ve enjoyed building relationships with customers. They know they can count on me.
Q:What three words describe your approach to customer service?