Staff Training Investment by Avis

Customers’ needs are at the top of the list of priorities for Avis Rent A Car. The company is making a large investment in staff training by sending all the staff from its locations in the UK on customer service training courses. Trisha Currivan the Customer Service Coach at Avis UK has developed the course for the staff.

It was felt that the staff at Avis rental points should have a greater understanding of the needs of customers that they are dealing with on a daily basis. The course is intended to strike a balance between successful sales and good customer service.

The training course is intended to make staff fully aware of the varying profiles of the customers of Avis and pick up quickly on their requirements. This of course allows speedy tailoring of the products offered to suit the individual. The overall intention is to impress the customer with the expertise of the staff and thus increase the loyalty of that customer to Avis. This will increase returns and of course revenues.

The courses are up and running all over the country and by the end of 2007 hundreds of the counter staff will have received the training. As a result Avis are looking forward to an improvement in customer service overall with a greater consistency of that level of service.
This will also lead to a standardized level of that service throughout the UK so that whichever location the customer uses he or she can be assured of the same high standard of service from all staff.

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