My name is Paul Lewis and I am the Senior Station Manager at London Heathrow Airport. I have worked at this location in a number of roles over the past 8 years and I have always been passionate about customer service and the challenges of meeting ever changing customer expectation.
The team at Avis, Heathrow are fully committed to delivering an excellent service to our customers and we have, over the years, implemented a number of new products and services aimed at enhancing the customer experience at this rental office. These include the introduction of extra customer service agents at peak periods, free water in the summer, free wi-fi on site, a customer help point in the car park, GPS for hire, the new, easy to read rental agreement, customer service training for all our staff, vending machines for refreshments and, most recently, the partnership with Baby On Board to provide a fantastic baby seat product and service. It has been satisfying to see these lead to gradual improvements in our customer satisfaction scores.
The last 6 months has, however, caused us to stand back and review what we are currently doing. Whilst our overall service levels have improved we are noticing that the customers are left feeling that the emotional experience could have been more rewarding.
We are always challenging ourselves to deliver a great service to our customers so, if I’m honest, we’ve taken this feedback a little to heart. Now we feel more driven than ever to improve our service. But we can’t do anything without you. So if you’ve rented with us then please tell me what you think. Where do you feel we need to improve? What can we do to improve your rental experience? I am open to any ideas to help us provide the best possible experience at Avis, Heathrow airport.
We might not be able to distract you completely from the stress of the overall airport experience but hopefully make a small part of your journey more enjoyable.
I look forward to hearing your suggestions.