Nhu: well, the problem of my client that I want to share today is about

Car rental service. My client couldn’t be given the car he had reserved
within $250 per week. In stead of that, he had to make a decision among 2
choices: bigger car with extra $20 a day or a small car which uncomfortable
and small trunk.
He expected a free upgrade but the clerk refused to do that, his
attitude is “take it or leave it”, no explaination or anything else. At the end,
he had to pay the bill with $490 with a bigger car at all.
In this case, there are two main problems : the quality of the
company’s service and the attitude of the staff.
And in my opinion, I propose some solutions as follows: The first
thing that the company must do is apologize customer for the quality of
service. After that, the company should retrain and improve the attitude of
the staff. They should give a clear answer to the customers in a positive
way. And the final thing is that the company have to update services and
announce for customer. Do you guys think these solutions are reasonable?
Nguyen: The solutions are already quite comprehensive, but I think
we should discuss this a bit more. The idea that you can consider is the
company should notify the customers including those who have been, are
and will use the service. The company could send emails or letters to
customers.

Luu: Beside a sincere apology, the company also should give to

customer a discount for the next experience, about 30-50%. Above all,
brand loyalty is also an important factor for a company to grow.