Customer focused training: meet the experts

Only by hearing from the experts can BVRLA members ensure their team members are set up for success. Our trainers have extensive experience from across the automotive industry and a focus on providing exceptional service to customers. Members can access their insights via the BVRLA’s Learning and Development programme of online and in-person courses.

Bringing their vast knowledge to the BVRLA Learning and Development programme, the trainers under the spotlight this week are:

Karen Morton (Customer Service, Motor Finance, Management and Leadership): Karen 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 wide-ranging expertise she turned her skills to training and has been working with BVRLA members for many years, delivering training ranging from industry knowledge and selling skills to customer service and coaching.

Commenting on the Your Introduction to the BVRLA and Vehicle Fleet Industry course, Chloe Cooper from Santander Consumer UK Plc said "Karen was very knowledgeable and engaging throughout the training giving lots of in-depth examples which helped me understand the content."

Andy Rayner (FCA Compliance): Andy is a Senior Trainer, Facilitator, Course Designer and Certified Coach with a proven track record of working with large corporate organisations such as Ford, Leaseplan UK Ltd and Toyota Financial Services to name a few. Andy has a strong passion and knowledge for ensuring businesses are compliant and doing the most for their customers through designing and delivering engaging and commercially focused learning.

Damian Smith from Pure Vehicle Leasing commented on a Consumer Duty course Andy ran; “Excellent course on an important subject. Thanks to Andy for his knowledge and friendliness throughout.” Andy is the trainer for the BVRLA’s new Consumer Duty Training Programme, which also includes a specialised e-Learning module and Q&A session with the association’s Compliance team.

See the full BVRLA learning and development programme.

Contact [email protected] for more information.