Members can now hear the quick, actionable wins that improve customer satisfaction and staff well-being, especially during peak seasons. The tips were shared as part of the association’s recent ‘Quick Wins’ webinar, which was free to BVRLA members.
The webinar, with BVRLA trainer Ilaria Pareto, covered practical, behaviour-driven strategies to foster loyalty, empower staff to solve issues, enhance communication, and adapt to industry changes, such as the shift to EVs and developing in-vehicle technologies.
The webinar focussed on essential topics, including:
- Key behaviours that foster long-term customer relationships and brand loyalty.
- Communication techniques to help staff build strong connections with customers and deliver outstanding service.
- Approaches to adapting to the growing demand for EVs while ensuring a positive customer experience for renters.
- Ways to help your team stay resilient during peak seasons, avoiding burnout while maintaining high levels of customer satisfaction.
Watch the webinar: BVRLA Quick Wins - Car and Van Rental: The Future of Customer Relationships.
Find out more about the full course with Ilaria: Car and Van Rental: Improving Customer Relationships, the next one takes place in February 2025, with more throughout the year and is also available as a Driven By You course.
