CAR CUSTOMER SERVICE CALL FLOW

Step 1: Greeting
Welcome to Avis/Budget Customer Care. I apologize for the hold time, and I appreciate your waiting.
My name is [agent’s name] .
Welcome
AMAZON CONNECT: Welcome to Avis/Budget Customer Care. My name is [agent’s name] and I am
returning your call.
Are you in a current rental or is this for a past rental? To better assist you today may I have your
RA/Res #
Rental Agreement number or Reservation number? (Proactivly search for RA/RES)
Verify Caller Who do I have the pleasure of speaking with today? May I verify your full name?
Step 2: Discovery
Determine if the renter is calling: If caller gives RA number/MVA # and full name matches, the caller passes
security. If the caller is NOT the renter, follow the Security Verification Procedures.
Security
Verbiage for not passing Security: For the security and privacy of our customers we are unable to
Verification
discuss details of the rental. We ask that you advise the renter to contact us directly for assistance with this
matter. I apologize for any inconvenience.

PROFILE/Information in discovery: Is your email address [email] and your phone number [number] ?
Case No information in discovery: May I have your email address and phone number to add to your case?
Management Thank you.
Authorized Caller: Complete Caller tab with full name, phone number and email address.
Offer Help &
How may I help/assist you today [Mr./Ms. customer's name] ?
Personalize
Acknowledge Summarize the ALL caller's issues by repeating main concern and confirming with caller.
• Acknowledge the caller's emotion and restate it back to them in your own words.
• Let the caller know you’ve heard and understand that the issue is important to them.
• If/When applicable. Some calls are requests for a service like a receipt or an update on their case
and the customer is not upset.
Address Examples:
Emotion ** I definitely understand your concern...
** I can tell that you are upset....
** I understand that this is frustrating…
** I'm sorry to hear that you were caught off guard by our billing...
** I can understand why you would be upset...…
• Your appology can also include the 'address emotion' response and/or acknowledgement.
• The apology should be sincere and reference the issue if applicable.
Examples:
Apologize & ** [Mr./Ms. customer's name] , I apologize for the problem you encountered with [issue] .
Empathize ** [sincere apology/empathy] that your expectations were not met...
** [sincere apology/empathy] that your rental experience was not what you expected…
** First, I would like to apologize for the inconvenience and disappointment that you experienced in
dealing with …
Respond with the intention of helping. Examples: I would be happy to help you with that. Let me see
Commit
how I can take care of this for you. I will be glad to review your billing and see what happened. I will be
to Help
happy to send you an updated receipt. I can reveiw your billing with you.
Step 3: Solution
Probing Questions/Research: In reviewing the charges, I need to ask a couple of questions for
clairifation. [Ask questions to get a better understanding of what, where, when, how the issue
took place]
Offer Solution: I will be able to [explain if you are adjusting or refunding] today. I will be happy to
take care of this right now/when the contract closes. (gain caller agreement).
Offer Solution: Based on what you have told me and in reviewing the charges, it appears [issue]
Probe/ happened to cause [outcome] . I would be happy to help you resolve this issue by [explain
Research & negotiation or refund offer] (gain caller agreement).
Offer Solution
Uphold: I apologize for any confusion this has caused, unfortunately the charges were calculated
correctly. However, your concerns have been documented.
Negotiate: I apologize for [describe the unmet expectation] . What I can do is [explain
negotiation offer] (gain caller agreement) .
Refund Charges Completely: I apologize for the misunderstanding. As a valued customer, I would
be happy to approve a refund of [$ amount] (gain caller agreement).
NOTE: If customer says 'YES' to solution, go to Step 5: Close.
Step 4: Address Concerns
Summarize &
If I understand you correctly [summarize caller's concern with solution] .
Empathize
I apologize for any confusion this has caused, unfortunately the charges were calculated correctly.
Uphold
However, your concerns have been documented.
I apologize for [describe the unmet expectation] . What I can do is [explain negotiation offer]
Negotiate
(gain caller agreement) .
 I apologize for [describe the unmet expectation] . What I can do is [explain negotiation offer]
Negotiate
(gain caller agreement) .
I apologize for the misunderstanding. As a valued customer, I would be happy to complete a refund of
Refund
[$ amount] (gain caller agreement).
Step 5: Close
Recap/Summarize actions taken and agreed upon solution or adjustment amount. Advise time frames
Recap required to resolve the customer's issue.
Build Brand It was a pleasure assisting you today. Thank you for choosing Avis/Budget and we look forward to
& Close doing business with you in the future.

Updated 7.1.2021