This time, there are twists and turns in overseas car rentals, and I like Juliee, the service specialist.
616 has been sleepy and tired, when picking up the car, the insurance and paid upgrade vehicle are superimposed under the premise of the car dealership (the car rented on the day of pick-up is out of stock, and the appearance and brand of the upgrade vehicle are similar to the one I booked); At that time, I saw the car dealer printing contract, although I had doubts, but I also signed it (though it was the official contract before taking the car).
Driving back to the hotel and found that the credit card was actually recorded twice (should only be swiped once for the deposit). Check the contract carefully and find out that the car dealership immediately contacted Trip.com . At that time, the car dealership staff changed shifts in the early morning. After the commissioner worked hard to communicate, he returned to work.
617 Since the decision to focus on the itinerary, I will keep communicating with Trip.com during the period (I will report to Trip.com and communicate with the car dealer). Objectively speaking, Trip.com is efficient, but its internal communication process needs to be improved (will be talked about later). The negotiation process was not good until 618, until Commissioner Juliee appeared, and everything had a turnaround. After I re-recounted the complete process, she immediately understood the key to the problem and immediately communicated with the car dealer to implement the feedback and me. The communication conclusion: 1The car dealer admitted that some staff members added insurance without prompting, but the signature prevailed. It was difficult to revoke but Trip.com If the promise could not be revoked, I would be compensated; 2Admit that there is no corresponding inventory to pay for upgrading the vehicle on the day of pick-up and there is no corresponding inventory at present, you can go to the car dealer to cancel the upgrade vehicle payment the next day.
619 I adjusted the itinerary, and I agreed with Trip.com half an hour in advance and then arrived at the car dealership (the phone was handed over to Trip.com and the car dealership communicated), then something went wrong, 1 After arriving at the car dealership, call Trip.com the service specialist and change people and transfer less than half an hour before the appointment of the commissioner; 2 In desperation, I communicated directly with the car dealer. The other party came up and directly changed the car for me (previously reserved the model). Although the upgrade fee was cancelled, the fuel service fee was charged (the car was not full of oil, but I was not ready to change the car). After half an hour of tossing, the specialist who finally connected to the appointment was refused to communicate with Trip.com (maybe language comprehension or other reasons, it was a little annoying when communicating directly with the car). Can only be said after completing the order.
I would like to talk about the internal communication mechanism problem here. I understand that each order is a random commissioner in the service and the event process has a record for easy follow-up. However, the commissioner's business, language, understanding and communication skills are different, which causes customers to encounter a more complicated problem and need to communicate with multiple commissioners repeatedly, resulting in a very bad customer feeling.
629 returned the car to China, I have psychological comfort, according to the agreement to inform Trip.com the final cost details, I hope to hand over to Juliee to negotiate and communicate. Actually, the car dealer refunded all the fees, the result was very unexpected to me!
Objectively speaking, I have a responsibility for the whole thing, but with the support of Trip.com responsible and responsible and Juliee careful and professional, I can solve all the problems perfectly, so that I can more determine the correctness of trust Trip.com ! I would like to thank Trip.com and related personnel here, and hope Trip.com can recognize employee Juliee (asked her job number name at that time, but did not inform me due to the company regulations)! Finally, I hope Trip.com can be maintained and continuously optimized, and it will become better and better!