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Customer Services / Log a query or case
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Compliments or Complaints
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Customer Service Philosophy
We at First Car Rental understand the value of each and every one of our customers and are thus passionate about service excellence.
Our focus is on putting people first; dealing with them as individuals and inspiring them through our approach and efficiency.
Exceeding their car rental needs the first time, every time is what we strive for, with this extending beyond the counter-face interaction into 24/7 after sales service and support. We believe our personal interactions with our customers sets us apart in the industry, making us a service leader.
Our core strategies are to:
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Provide priority service to each customer, dependent on their specific needs |
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Honour the price quoted |
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Provide 24/7 customer service and support throughout all spheres of our business |
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Provide timeous and accurate billing |
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Ensure rapid complaint resolution ensuring customer satisfaction at all times |
Looking ahead and striving for the above will ensure all our customers continually experience an exceptional level of service, every time.
Goals with regard to Customer Service
We have reached our goal after completion of our new Online CRM Tool (Cristil) – we resolve all queries within a maximum of 2 working days with our Customer Service Department being rated by our customers at a predominantly positive response on the entire Customer Service experience.
Our percentage of cases related back to rental activity is well below international acceptable standards at 2% (International being 4%) |
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