Subject: INFO : Snap Rentals
From: Jyotika Baluni <[email-masked]>
To: Padma Lhamo <[email-masked]>, Amit Kachhap <[email-masked]>, Harsh Srivastava <[email-masked]>, Subir Chakma <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Wed, 12 Apr 2017 15:54:25 +0530 (IST)

Hi, 

For your reference please.. 

- All our cars are 91 Octane-Unleaded (Petrol) 

- Are you from Auckland/Christchurch office,if asked..your call has landed in the central office, as all our lines in the office must be busy, Is there anything that I can help you with.For transfer the call request, inform politely that do not have the facility to transfer the call, ask for the concern if may help, if not, collect the contact information and send it across requesting to arrange call back 

- opening script is a mandate to follow, Should not sound harsh/rough on calls, need to be polite 

- For Road side assistance cases, do the conference call for the customer with RAA, and guide customer that they can refer to the number from rental agreement if needed 

- If after hours drop off pickup, it needs to be prearranged, only in case of emergency afterhours dropoff location be given to customer. 

- If pickup at morning 7am, confirm afterhours service before suggesting to wait till 8am. 

After hours service provider - Address : 

Heartland Hotel - 14 Airpark Drive, Airport Oaks, Auckland 0800 404 204 / +64 9275 4540 

Airpark Canterbury - 17-25 Logistics Drive, Christchurch 0800 24 77 27 / +64 3360 3113 

Cancellation Policy to be shared if customer falling under 1-3 days. 

Cancelled at least 3 days before pick up No further charges apply. 

Cancelled 1 – 3 days prior to pick up 50% of the rental (including accessories and insurance) is payable to Snap Rentals and/or the booking agent. 

Cancelled on the day or no show 100% of the rental (including accessories and insurance) is payable to Snap Rentals and/or the booking agent. 
AND Use "change an existing reservation - choose option for cancellation (pre rental/post rental) and fill in the jotform 

Booking Number, in case customer don't have, inform him to refer the confirmation email for the same 

If Hotel pickup , confirm if from city or near airport & pickup time apart from the details on jotform 
Our shuttle service operates 5 kms radius from the airport. We can arrange a transfer from the city to our depots for an additional $35.00 

In case of reporting damage , refer jotform "problem in current reservation" & "Type of problem" & take complete details. 

Only IF NEEDED, to avoid repeat calls from customer, take the telephone number and call back 

Shuttle pickup can't be prebook (an hour before or so) BUT only at the time they arrive will at the airport, Customer may use payphone or get in touch with us via chat support if needed, in case don't have the phone. 

If customer do not want to use the pickup/dropoff services , convey to them that the amount ($10 each way) will get adjusted at the time of collection so no worries, just go ahead for the booking 

If we find difficult to understand what customer is saying , we can request the cust. to repeat & can ask them to speak slowly(if needed) for better understanding. 

In Jotform, "Call Back Request from Travel Agent" will only used if - call from travel agent or someone specifically wants to speak to from the office 

WHILE BOOKING - Must reconfirm the details before confirming the booking & do share the booking reference number with the customer. 

Cheers!!