Equipment and Tool Rental Store Customer Service Training Sample

Meeting Needs You look up and see two men enter. You ask how you can help them today and one of the men answers that he wants to rent a post-hole digger. Just then the other man says, “I was here first and that is what I need to rent.” He looks serious and you only have one post-hole digger. What do you say, or do?		Conflicting Interests A contractor calls to ask about renting a pipe puller and he is one of our best customers. Unfortunately, our only pipe puller is committed to a home-owner for the next two days, but he has not picked it up yet. The contractor says he really needs the puller now, and sees it sitting in the yard. What do you tell him?
Policy Concerns A customer is returning a floor buffer. He is complaining that it was broken and unusable. He rented it the day before and you remember testing it. It worked fine two days ago when he called to reserve the unit. What do you say, or do?		Service and Pricing Yesterday a man rented a rototiller and you told him what the price would be if he returned it before the shop closed. It is first thing in the morning and he is outside waiting for you to open. He looks as though he is hoping you will not charge him for additional rental time, though he has said nothing yet. How do you handle this situation?
Unexpected Needs A man arrives to rent a mini-backhoe. His little pickup is clearly not up to the task of towing the trailer. What do you do after seeing this?		Improving Weaknesses What rental item, or service causes us the greatest problems or concerns, and why is this the case?