The BVRLA is extending its Consumer Duty training programme with the introduction of a new course for ‘Customer Service and Compliant Sales Teams’. The first course will run on Thursday 30 March and will help members stay ahead of the curve prior to the new Duty coming into effect.
Following the launch of the Implementing the new Consumer Duty course last year, the latest addition delivers highly practical content for those dealing with customers in regulated environments. It has been developed with a focus on increasing awareness of the higher standards of customer care that are required under the new Consumer Duty.
Designed for customer-facing staff in vehicle leasing and rental roles, the course will address:
- Compliant customer outcomes in the new world
- Who are your customers? How do you interact with them? What channels are used?
- Identifying vulnerable customers/customers with characteristics of vulnerability
- Supporting customers to realise the benefits of products and services, mitigate the risks and act in their interests without undue hindrance
- Potential consequences of not following a compliant sales process
- Pre-sale and post-sales support
- Customer Satisfaction
The Customer Service and Compliant Sales Teams course will be delivered by Andy Rayner, a senior trainer, facilitator, and certified coach with a proven track record of working with large corporate organisations such as Ford, Leaseplan UK Ltd and Toyota Financial Services.
The course has been allocated eight CPD points. Spaces are available to book now via the training page.
