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.
Who should attend?
This course is designed for front of house rental operators, customer service agents, daily rental receptionist staff and in-plant daily rental administrators.
Course content
- UK Car & Van Rental market
- The role of the BVRLA
- General marketing
- Customer service and communication skills
- Customer qualification
- Legislation for rental companies
- Insurance practices
- Tariff interpretation
- Overseas rentals
- Light commercial vehicles (LCVs)
- Vehicle Handover and Return
- RVSS and Counter Terrorism
Learning outcomes
At the end of this course attendees will:
- Understand 'Best practice' in the industry
- Achieve a solid knowledge of administration, rental transactions, insurance and customer qualification
- Learn and consolidate customer service skills, including customer complaints
It also serves as excellent preparation for the BVRLA Vehicle Rental Operator Skills Assessment
This course has been allocated 8 CPD points.
Trainer
The BVRLA Learning and Development team has been strengthened by new trainer 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
9.30 - 4.30pm
Dates and locations
Please use the drop down menu on the right hand side of this page to see the dates and locations that are currently available.
If you do not find anything suitable then please contact us on 01494 545719 or [email protected]
Cost
*Book your spaces 2 weeks or more in advance of the course date and receive a £100 discount on the course fee*
Instructor-led Online Price:
Member Fee £299 + VAT (Full Price £399 + VAT less than 2 weeks before the course date)
Non-Member Fee £399 + VAT (Full Price £499 + VAT less than 2 weeks before the course date)
2025 Pricing
*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 £629 + VAT (Full Price £529 + VAT less than 2 weeks before the course date)
Hear what our delegates have to say...
'I think the course was very informative and lays out a good foundation for any one who is joining the industry' Jamie Siviter, Eurohire Vehicle Rentals Ltd
'Well organised training session & very professional tutor.' Norman Revett, Loughton Self Drive Ltd
Have you thought about this course '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 find out more.
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].