Appointment setter

CRN SOP’s
Better Quality Logistics LLC
Reservation Agent SOP
1. Collect Customer Information
• Obtain the name, email, and phone number of the customer.
• Verify all details for accuracy and save them in the system.

2. Address Customer Inquiries
Respond to any questions regarding:
• Vehicle availability.
• Rental policies and rates.
• Insurance and additional services.

3. Provide Quotes and Agreements
• Generate a quote tailored to the customer’s request.
• Send the rental agreement via email or other agreed methods.
• Follow up to ensure the agreement is signed and returned before the rental period begins.

4. Ensure Documentation is Complete
• Verify that all necessary paperwork (e.g., driver’s license, insurance proof, signed agreements) is received and correctly filed.
5. Maintain Reservation Accuracy
• Double-check all reservations for accuracy in:
• Vehicle details.
• Pickup and drop-off times.
• Customer contact information.

6. Notify Renters
• Send reminders to renters about:
• Return: Reminder sent 1–2 days before the return date.
• Extensions: Confirm if an extension is needed, update the agreement, and process payments.
• Pickup: Notify when the vehicle is ready.

7. Provide Roadside Assistance
• Be the point of contact for renters requiring assistance during the rental period.
• Coordinate with roadside service providers and follow up until resolved.

8. Ensure Photos are Taken
• Confirm that photos of the vehicle:
• Before rental: Document the vehicle’s condition and mileage.
• After rental: Verify the condition and mileage upon return.


9. Post-Rental Follow-Up
• Review returned vehicles for cleanliness and damages.
• Process final charges or deposit refunds.
10. Record-Keeping
• Log all communications, agreements, and documentation into the reservation system.
• Keep records updated for audits and customer inquiries.