Customer Service Webinar Programme

This online live seminar (webinar) programme comprises interactive training sessions and explores the core elements of excellent Customer Service skills and behaviour.

The course is designed to be accessible from your place of work, saving on time, travel and money.  In addition to four live training sessions, you will receive 1-2-1 post-session coaching from the trainer, as well as a workbook for self-study completion.  An opportunity to transform how you and your staff approach customers and handle customer dissatisfaction. 

Who will benefit?

Rental operators, vehicle rental counter staff, rental service agents and rental Branch Managers

Course content

•    What is great customer service?
•    Winning customer service behaviours
•    Saving the day
•    Leaving a lasting customer impression
 

Learning outcomes

At the end of this course attendees will:

  • Understand the importance of customer service standards and skills
  • Be able to identify skills and behaviours associated with high standards of customer service excellence
  • Be able to reflect on customer service failures and understand how situations can be retrieved
  • Have practised and refined the skills that make a real difference to how customers react to you 

Trainer

Delivered in conjunction with Grosvenor Training Services, a BVRLA Accredited training provider.

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. 

Duration

4 x 1 hour trainer-led sessions over 8 weeks

Dates and locations

Available in-house on request.

Cost

£330+VAT (available to members only)

 

 


Cancellation Policy 
Requests for cancellation of a training course booking must be received in writing via email to training@bvrla.co.uk 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 training@bvrla.co.uk. 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.