!!!!please answer the questions by including all sub headings!!! please please!!

Righting the wrongs of car rental

September 2022

The Woodford Group has been on a drive to bring mobility and service excellence to everyday South Africans in a way that improves lives and enhances lifestyles. Its premier division, Woodford Car Hire, is taking this mission to heart by addressing some of the most common frustrations and complaints in the industry.

Receiving complaints is normal in just about any business, but in the realm of car rental, there seems to be a pattern. Just look at any feedback or review aggregator, and you are likely to find the same gripes, the same issues, and the same sense of dissatisfaction from renters.

In a move driven by Woodfords dedication to customer service excellence, South Africas highest rated car rental company is saying no more.

In a message to Woodfords customer base launching a new initiative, the Groups managing director, Essa Suleman, wrote the following:

We know where your frustrations lie when it comes to car hire. We know the industry is broken when it comes to its problems and perhaps it seems that no one cares, but its something we take personally at Woodford. We simply want to make it right.

Transparency, reliability and accountability are the key words in Woodfords latest campaign that is centred around the goal of zero complaints.

And the campaign is not just about empty promises. Woodford Car Hire has established five central points to reach this seemingly impossible goal of no complaints: taking responsibility, communicating clearly, being transparent, taking ownership, and maintaining integrity. These points come to life by combating everyday complaints that usually are left to fester.

For example, undocumented damages are something that unfortunately do occur and can be seen as a way to charge customers for damage they had nothing to do with. Falling under the tenet of transparency, Woodford will not be billing their customers for damages that were not documented or pointed out to them during the inspection.

Woodford will also be upfront and honest to their clients with a no fine print and no hidden cost policy. To achieve this, clients are informed of potential charges that may occur during their rental, with an added option of an all-inclusive package that provides no surprises.

One major change that Woodford has enforced is ensuring that their staff uphold an unwavering sense of ethics when dealing with customers no lies, no passing on responsibility, and a commitment to dealing with queries on the turn.

The fundamental aim of this campaign is to ensure that customers feel more comfortable when renting vehicles, and not have to live with any fears or concerns while doing so. This means cutting out any chance of issues, and being proactive if or when they may arise. Woodford is committed to getting rid of these issues completely.

Were aiming for 100% satisfaction and zero complaints, and while we know that there will still be mistakes, we are going to make sure that they are the exceptions and not the norm, says Suleman.

The initiative represents the shift in thinking by the Group as a whole and a drive to change the face of the car rental industry, and Woodford has no plans to hit the brakes anytime soon.

As Suleman explains: Overall, what weve implemented at Woodford Car Hire isnt groundbreaking, but we have committed ourselves to mastering these elements, he says. Weve been guided by this vision of mobility in everything we do and our promise is that well provide you with a perfect and positive experience.

The campaign has already received positive feedback from clients (take a look at a few at https://www.hellopeter.com/woodford-car-hire). Woodford Car Hire was already the highest rated car rental in South Africa, but the plan is to dominate every aspect of car rental by providing exceptional service and taking mobility to the next level.

Woodford Car Hire is aiming for zero complaints when it comes to car rental. Put them to the test at: www.woodford.co.za.

Source: adapted from Bizcommunity. 2022. Righting the wrongs of car rental. [Online] Available from: https://www.bizcommunity.com/Article/196/486/231177.html [Accessed: 2022-11-22].

Required:

Assume that you are the Human Resource Manager of your Woodford Car Hire branch, and that you are tasked with the development of policies and procedures for the governance of ethical performance in your company.

The policies and procedures must relate specifically to promoting and reinforcing ethical behaviour at all levels in your organisation.

Draft a policy with relevant procedures to promote and reinforce ethical behaviour as indicated above. Your document for the governing of ethical performance must address each of the elements outlined in the following table: