Concept
As a car rental broker, CarDelMar is honored to have the trust of both its partners and customers. CarDelMar hold such a status because a DOs and DON’Ts strategy is internally put to practice. These DOs and DON’Ts define the standards which need to be met in every area of operation at CarDelMar - be it the selection of car rental agencies, the destinations offered or even the pricing. Because of this, quality control and customer support are two things that are always highlighted at CarDelMar.
Quality Control
We select our car rental partners based upon a rigorous check-list fully aligned with our drive for excellent service delivery. We pay particular attention to aspects such as quality-service, commitment and reliability that any potential partner is willing to demonstrate and keep up with.
Along with our Customer Support department, we regularly monitor the quality service provided by all of our current and potential partners putting particular focus on the following characteristics:
- Overall fleet condition
- Security equipment delivery
- Emergency hotline
- No hidden fees
- Presentation of contracts written in different languages (English language being a must)
- Extras (baby seat, additional driver option etc.)
- Friendly and courteous personnel
- Location - airport station & shuttle services
Our Contracting and Quality Control team is always on the go to assess and get the best for our customers. Should one car rental station fail to provide the quality we all commit ourselves to, CarDelMar terminates the partnership immediately. We want to work only with partners who know what “the best” truly means.
Customer Service
As a legitimate and genuine objective, we, like most other companies, aim to generate high sales volume and increase our revenue. However we consider that making a sale implies more that a just “a quickly wrapped action deal”. At Cardelmar, all three sale phases are essential and are bound with one another: “Before-Sale”, “Sale” and “After-Sale” phases are all on focus as we thrive to really assist our customers throughout the entire process. For us, poor “Before-Sale” leads to poor “Sale”. Missing “After-Sale” leads to some obvious lost future “Sale”.
Because we genuinely care for our customers and their satisfaction, we have set up a very pro-active Customer Service in charge of assisting all of our customers from the time they make an enquiry to the time they drop-off the vehicle.
Offering great prices as a broker is a great thing. But we want to do more than just focus on prices for our customers. We are, and seek to be, a committed intermediary whom our customers can truly rely on.
Code Of Practice
Protecting our customers' private information is one of our top priorities. Consequently, we have conceived and developed very thorough educational and training programs that all of our employees have to attend as we aim to educate them on the importance and relevance of client privacy. At CarDelMar, all of our employees are bound by a code of ethics: strict confidential treatment of all of our client information is a MUST.
Our IT department is dedicated to providing the most secure IT system enabling all of customers to process all of their online booking in complete security and assurance that all is done to safeguard their information. CarDelMar's website is secured with a 128 bit code by VeriSign. Sensitive data, such as credit card and personal data, are coded and protected using the SSL system (Secure Socket Layer) before being transferred. Data cannot, therefore, be intercepted by a third party. It is even safer than giving details by telephone.
