How should a manager handle a customer dispute regarding vehicle damage at the time of rental?

The best approach for a manager to take when handling a customer dispute regarding vehicle damage is to review the Damage Evaluator together with the customer and ask open-ended questions. This method fosters a collaborative environment and promotes open communication, which can help in understanding the customer's perspective and gathering additional context about the situation.

By utilizing the Damage Evaluator, the manager can provide a transparent look at the vehicle’s condition at the time of rental and clarify any discrepancies that may arise. Asking open-ended questions encourages the customer to express their concerns more fully, allowing for a better understanding of the customer's viewpoint and potentially defusing any tension. This respectful engagement can lead to a more satisfactory resolution for both parties, as it shows that the manager is taking the customer's concerns seriously.

Addressing disputes in this way also helps build trust and rapport with the customer, which is crucial for maintaining positive relationships and ensuring customer satisfaction in the long run.