Managing Customer Relations

Anyone in a role working in Customer Service, Sales or anyone that come into contact with fleet customers regularly to bring new clients on board or who account manage existing clients who are looking to revise their fleet solutions. We are faced with a lot of uncertainty, and fleet managers need our expertise more than ever. Therefore, there are new opportunities that we can explore. No one has all the answers but this programme is about asking the right questions to reassure your clients that they are making a worthwhile investment in making time to communicate with you.

• 1. Introduction to the BVRLA

  Understanding the role of the Association and how industry standards influence customer expectations and professional conduct.

  2. What Excellent Service Looks Like

  Defining service excellence in a commercial context.
  Exploring the tangible business benefits of delivering consistent, high-quality service — including retention, reputation and revenue protection.

  3. The Communication Model

  A structured approach to professional communication, including:

  • Active listening techniques

  • Questioning strategies to uncover needs

  • Verbal and non-verbal awareness

  • Adapting communication styles to suit different customer types

• 4. Winning Behaviours

  Identifying the personal behaviours that positively influence customer relationships, including:

  • Emotional intelligence

  • Professional presence

  • Accountability and ownership

  • Managing expectations effectively

• 5. Preparing for Excellent Service

  Practical preparation techniques to ensure each customer interaction is purposeful and controlled.
  This includes planning conversations, anticipating objections and aligning outcomes with business objectives.

  6. “Save the Day” – Managing Difficult Situations

  A structured method for handling:

  • Complaints

  • Delays and supply issues

  • Delivering unwelcome news

  • Escalations

• Delegates learn de-escalation techniques and how to maintain credibility and trust under pressure.

  7. Leaving a Lasting Impression

  How to conclude interactions in a way that reinforces professionalism, value and relationship strength.
  Emphasis is placed on follow-through, clarity and ensuring customers feel heard and supported.

Karen Morton spent her early career in PR, marketing and broadcasting. She has organised major exhibitions and launches in Ireland, the UK and the USA and her broadcasting has taken her as far afield as Hong Kong. With this vast experience she turned her skills to training and has been working with BVRLA members both in the UK and abroad for many years, delivering training ranging from industry knowledge and selling skills to customer service and coaching. 

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)