Europcar

Europcar , one of the leading car rental companies, needed to standardise and premiumise customer interactions across all its offices worldwide.
As part of the consultancy team, and after nearly a year of work, I was responsible for creating interaction guidelines in English for employees, with the aim of premiumising the customer experience at every stage of the customer journey. The document (interactive PDF) provided detailed information to employees on desirable interactions, practical tips based on customer types, and verbal guidelines, always with the goal of delivering a memorable experience.