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This course provides a solid foundation of the skills and knowledge required to work as a customer service specialist in the modern daily vehicle rental industry. Gain a strong introduction to the daily rental, automotive, fleet and mobility sectors, including daily vehicle hire operations, short-term rental models, customer service standards, mobility solutions and commercial rental services. Learn about key market drivers, customer journey management, vehicle utilisation, revenue and cost control, compliance and regulatory awareness, and industry best practice. Ideal for automotive, fleet, rental, leasing, sales, operations and customer-facing professionals who want to improve industry knowledge, commercial awareness, customer experience delivery and business performance within the vehicle rental and mobility sector
Who should attend?
Suitable for all staff working within the car and van rental industry
Front of house rental operators and branch-based rental staff
Customer service, contact centre and customer support teams
Daily rental reception, welcome desk and customer-facing personnel
In-plant and onsite daily rental administrators
Operations, fleet and mobility support teams
Sales, account management and business support staff
Anyone involved in delivering or supporting daily vehicle rental customer experiences
Learning Outcomes
At the end of this course attendees will:
Gain a strong understanding of industry best practice standards within the car and van rental sector, improving service quality and operational performance
Develop practical knowledge of daily rental administration, rental transaction processes, insurance products, risk management and customer qualification techniques
Strengthen customer service, communication and relationship management skills, including confidently handling customer queries, feedback and complaints resolution
Improve commercial awareness of rental operations, revenue protection and customer experience delivery within competitive rental markets
Build confidence in supporting compliant, efficient and professional rental transactions from enquiry through to vehicle return
Enhance career development and professional competency within the vehicle rental, automotive and mobility industries
Provide excellent preparation for the BVRLA Vehicle Rental Operator Skills Assessment and industry-recognised professional standards
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 - 4.30pm
*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.
BVRLA-Training-Terms-and-Conditions-for-Website.pdf
Cancellation Policy
Requests for cancellation of a training course booking must be received in writing via email to [email protected] for the attention of the Learning and Development Professional. Requests for cancellation received more than 30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 25% of the course fee. Requests for cancellation received more 15-30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 50% of the course fee. There is no refund on cancellations made 14 days or less prior to the course start date as there is an impact on other delegates who have booked to attend and could result in the course being cancelled overall.
Postponements
Postponement of attendance from one course to a later course can be requested in writing as per the cancellations policy above to training @bvrla.co.uk. Requests to postpone more than 30 days prior to the course start date will incur an administration charge of £35 + VAT. Requests to postpone more 15-30 days prior to the course will incur an administration charge of £70 + VAT. Requests to postpone 14 days or less prior to the course will be treated as a cancellation, with no refund payable.
Substitutions
You can request the substitution of a delegate for another in writing as per the cancellations policy above to [email protected]. There is no charge for this. Requests for substitution must be made no later than one business day prior to the scheduled course start date.
Please note that photographs and/or footage will be taken throughout this training course. These will be used by the BVRLA for marketing and publicity in our publications, on our website and social media platforms.
If you would not like to be included in any photographs or footage please let us know by emailing [email protected].
