Extending vs. re-renting

When in England, my brother and sisters tried very hard to get my mother to pronounce words the British way so she would be better understood by the British people she was speaking to. When communicating to a car rental agent, it helps often to speak their language if you can.

Today's lesson is the difference between extending a rental and rerenting the same car.

One customer called to extend her rental contract.
Definition: Extension is when customer keeps the car longer at the price on signed contract (switched rate can occur from per day to per week or per weekend to per weekday). Though there can only be one rate on a contract.

My coworker gives the new total (not meaning additional charges, the new total) and customer hangs up. An hour later, this lady calls again complaining her extension was not what she was quoted and we were overcharging her for her rental. My coworker explained that we can not have 2 rates on a contract and can not change her weekly price in the middle of her contract (and no other car rental will either). Customer gives usual threats and insults.
Definition: Usual threats are they will complain to higher management, I will never rent here again, and I will have your job.
Usual insults are unprofessional, stupid, moron, retarded, idiot, and bitch. My personal favorite insult is "You will never succeed in life with an attitude like that". Only one lady said that to me so I can't call it usual. I actually had a lady call me an idiot, stupid, and bitch in the same sentence, and I told her to have a nice day.

My coworker proceeds to give her our consumer affairs 800 number. When customer service calls her, she explains to the operator that she has noticed in the computer that the customer made a new reservation online after the 1st phone call and then called back to demanding the new reservation price. To obtain the new price, the customer would have to rerent the car. Operator hangs up at the suggestion the customer is a scammer.
Definition: Rerenting is the customer returning to the car rental counter, pays for the rental, and given a receipt closing out the contract. Then the customer rents the same car (sometimes different car) using a new reservation (sometimes without reservation). If you get the right person they can tweak the new contract price to match the origianl one (I have for a regular customer). On the new contract the customer is technically starting over with their rental, but may be driving the same car.

Enough lessons for today. Genie out.