Daily Rental Customer Care and Telephone Techniques

Aims and objectives

This highly interactive one day course will enable participants to meet the expectation of first rate service that customers now demand.

Focusing on its importance to the business, participants will improve their own techniques and develop a greater understanding of customer relationships, especially when conducted over the telephone.

Key Benefits

Participants will improve their understanding of and abilities in:

• Effective call management
• Basic rules
• Effective call structure
• Emotions - behaviour patterns
• The do’s and don’ts
• Summarising to confirm understanding
• Holding on: message taking and transferring calls
• Closing a call
• Listening skills
• Owning a call
• Questioning skills
• The cost of doing things twice
• Dealing with complaints
• Action plans

This programme is interactive and involves role playing to practice the principles covered in the course.

Contact:

Member Services on 01494 545703 or memberservices@bvrla.co.uk to register for a course or for more information.