Enterprise Rent-A-Car is a large car rental company operating in the US, Canada, UK, Ireland, and Germany. The document discusses Enterprise's value-added services, history, key concepts around service differentiation and the service profit chain. It provides recommendations such as keeping customer records for 3 years, integrating new technologies, improving service encounters and training, and extending service settings.

1. Enterprise Rent-A-CarEnterprise HoldingsUS – Canada - UK - Ireland - GermanyPrepared By: Lawrence Samuels, Erin McCormick, & Sarah FogleUniversity Of Colorado College of Business: Service Marketing Audit

2. Agenda Description of Value added ServiceHistoryKey Concepts and LearningRecommendations and ImplementationsPerformanceChallenges For ServicesBibliography“A Special Thanks”

3. Description of Value Added ServiceHistory

4. Key Course ConceptsService differentiation

5. Relationship Marketing for internal and external Customers

6. Service Profit Chain

7. Value EquationChallenges for ServicesValue = Solution + Good Feelings Price + Hassle

8. Our brand are most valuable things we ownCustomer service is our way of life ValuesDo you speak the customers language?We strengthen our communities, one neighborhood at a time our doors are openDo you put the customer first ?Great things happen when you listen to our customers and each otherHiring and RecruitmentEnterprise Service Quality IndexTraining and FeedbackAnnual ReviewsMystery CallersDigital Records Measuring Performance