Hertz UAE has given new drive to its ongoing efforts to boost service to car rental users. Now operating nine car rental branches across the UAE, the company called in a prominent Dubai-based human resource consultancy to put its customer-facing staff through an intensive service training programme.
This was designed to help front desk staff and fleet supervisors deal with challenging situations, enhance their understanding of customers' perspectives and expectations, and strengthen their rapport building principles and questioning and listening techniques. "It was great to join up with colleagues from other branches and exchange ideas and gain experience with them," said Jean Oliva, customer service representative at the Hertz main branch on Dubai's Airport Road. Bob Farrow, general manager of Hertz UAE, which is part of Al-Futtaim Sons, said: "We will continue to invest in this kind of specialist training for our employees as we believe this is crucial in creating a culture among our staff that focuses entirely on customers.