Citation
(2007), "Avis puts staff on road to better customer service", Industrial and Commercial Training, Vol. 39 No. 7. https://doi.org/10.1108/ict.2007.03739gab.008
Publisher
:Emerald Group Publishing Limited
Copyright © 2007, Emerald Group Publishing Limited
Avis puts staff on road to better customer service
Avis Rent-a-Car is sending its entire UK location staff on intensive training to help them to strike the correct balance between sales and customer service.
The course is the brainchild of Trisha Currivan, customer-service coach at Avis UK, who explained: “The training days have been created to train staff in the different profiles of customers and to help them to recognize different requirements, so we can tailor our products to suit individuals. Of course, we also hope that the training course will increase customer loyalty and revenue, with staff being able to recommend products most suitable to an individual’s needs.”
The training sessions have been taking place across the UK. By the end of the year, hundreds of Avis counter staff will have attended the course, improving the consistency of customer service and overall understanding of the Avis product and ethos.
“I found the counter-training course really helpful,” said Lara Laing, senior rental-sales agent at Luton Airport. “The company always supports and encourages us to be the best at our jobs. We really do try harder!”