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Hertz Executive Named Customer Service Ceo Of The Year By CSIA

October 15, 2013 Accolades No Comments Email Email

Chris Rusden, Vice President, Hertz Australia and New Zealand, was named Customer Service CEO of the Year at the 12th annual Australian Service Excellence Awards. 

Held by the Customer Service Institute of Australia (CSIA), the award for Customer Service CEO of the Year recognises an executive who displays exceptional professionalism and commitment to customer service and places customers at the centre of the organisation’s strategic thinking.

Commenting on the award, Chris Rusden said: “It is a huge honour to receive this accolade. Customers are our primary focus at Hertz Australia and we aim to provide the best customer service and car rental experience possible. This includes offering the fastest and easiest service along with great value for money. We’ve introduced a number of initiatives recently to enhance the customer experience at Hertz including extra staff training, a more diverse fleet and new technologies, so I am thrilled this has been recognised by such a prestigious organisation.”

During the past 12 months, over 100 Hertz employees have undertaken CSIA training in both the management and non-management stream providing professional recognition and accreditation. The training has provided support to employees to deliver the strategic objectives of the organisation and reflect the brand and culture.

Other customer-focused initiatives have included the diversification of the Australian fleet, with the introduction of BMWs in the Prestige Collection and the Toyota 86 high-performance car in the Adrenaline Collection. An hourly car rental service, Hertz 24/7, has been launched in Sydney and the Gold Coast and provides a neighbourhood-based renting option.

Gold Plus Rewards offers members even quicker service, as they can bypass pick-up counters at all major airports in Australia to collect pre-booked cars and get on the road faster. Other technological advances are also being trialled such as Hertz ‘Carfirmations’, a mobile phone alert system to update renters on upcoming bookings, while a recently launched mobile app and enhanced website provide customers with easy access to information and bookings on the go.

The Australian Service Excellence Awards were presented at a gala dinner on Wednesday 9 October at the Palladium Ballroom, Crown Casino & Entertainment Complex Melbourne. The awards are endorsed by the International Council of Customer Service Organisations, with Australian winners automatically becoming finalists in the global International Service Excellence Awards.

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