Point of Rental’s “Pointer” program has led to improvements in customer satisfaction, the company said. New vice president of global customer experience Darrin Smith, who helped guide the recent changes since joining Point of Rental in April, credited leadership in the company’s three offices and the support agents themselves for the improvement.
“Support starts with an individual agent and their ability to recognize the problem, who can solve it, and their ability to work with a person who’s calling in," said Smith. "If someone’s calling us, then their problem is our problem. It’s a testament to our customer service leadership in each country; we can plan globally, but execution is all local.”
Over the past couple of months, Point of Rental has invested considerably in its customer service, resulting in significant increases in customer satisfaction.
“Customer service has always been important to us, but we realized that - especially with the additional challenges the last year has provided - we could do more,” said Point of Rental CEO Wayne Harris. “The new Pointers have been great and we’re seeing some immediate impacts.”
By focusing on managing customer expectations and clearly communicating how problems are being solved every step of the way, Point of Rental is exceeding industry standards by 30-50 percent in key metrics like customer satisfaction and net promoter score, the company said.
To become a Pointer, apply at pointofrental.com/careers.