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Enhance your service capability to drive customer loyalty and business performance. This practical session equips you to deliver professional, high-impact interactions throughout the rental journey, confidently manage challenging scenarios, and improve check-in and check-out experiences. Gain proven communication and problem-solving techniques to strengthen customer satisfaction and retention.
Improve outcomes with the BVRLA Car and Van Rental – Improving Customer Relationships course, a focused customer service training UK and fleet customer service course for the rental sector. Covering client relationship management, customer experience training, complaint handling workshop skills, CRM best practice, customer retention strategies, and conflict resolution training, this BVRLA course supports excellence in automotive customer service training and regulatory compliance UK standards
Who should attend?
Who should attend?
This course is designed for professionals across the wider automotive and mobility sector who are responsible for customer interaction, service delivery, and relationship management, including:
Rental managers and assistant managers
Branch managers and depot managers
Team leaders and supervisors
Customer service managers and advisors
Rental agents and front desk staff
Fleet operations managers and coordinators
Account managers and B2B client relationship managers
Automotive retail managers and dealership personnel
Service advisors and aftersales teams
Claims and complaints handlers
Contact centre and reservations teams
Mobility, leasing, and subscription service providers
Driver support and customer experience teams
Business development managers within automotive services
Compliance and quality assurance personnel involved in customer processes
Suitable for anyone within the automotive trade seeking to strengthen customer relationship management, service excellence, and client retention strategies.
Learning Outcomes
By the end of this course you will be able to:
Recognise the significance of service excellence in building customer loyalty and driving business success.
Apply strategies to make service interactions memorable and impactful, enhancing the customer experience.
Demonstrate effective communication and problem-solving skills to handle challenging scenarios and ensure customer satisfaction during check-out and check-in operations.
Expect to see measurable results after our Customer Excellence Workshop. Your team will learn best practices and boost the key skills required to improve service KPIs, including NPS, and create lasting customer relationships that drive both repeat business and positive reviews.
Who trains this course?
Ilaria Pareto who has spent more than a decade in the rental industry with Hertz UK & Europe and brings in-depth knowledge of rental operations and training.
Ilaria has worked on several learning & development rental programmes where she has supported leaders and their teams in navigating change, developing a growth mindset and achieving personal & organisational performance through inspiring, innovative learning solutions aligned to their organization’s values, purpose and needs.
Duration and Cost
9.30am - 3.30pm
*Book your spaces 2 weeks or more in advance of the course date and receive a £100 discount on the course fee*
Member Fee: £329 + VAT (Full Price £429 + VAT less than 2 weeks before the course date)
Non-Member Fee: £529 + VAT (Full Price £629 + VAT less than 2 weeks before the course date)
Have you considered Driven By You?
This course, alongside our whole course portfolio, can be 'Driven by You' exclusively for your business. Visit our BVRLA Driven by You page to find out more.
