A national car rental firm has introduced a new customer service programme that is currently being rolled out across its UK branches.
Green Motion has decided to launch the programme as part of a continual improvement policy to ensure the highest levels of customer service.
The company chose to devise a customer service training programme created in conjunction with Grosvenor Training, the approved training provider of the BVRLA - the trade body for the vehicle rental and leasing sector.
“Whilst there are many great customer service programmes available, they were too generic for our purposes,” said Green Motion’s operations director Sian Marston.
“As many of our offices are airport based, we are often dealing with customers who may have just arrived after a delayed long haul flight feeling tired and confused. So, being able to approach customers who are in that specific frame of mind was important if the training was going to be effective.”
Although the company is best known for its environmental credentials, good customer service has always been a key part of their appeal.
The programme is a first for Green Motion, enabling all staff across all locations to be trained in a short period of time without having to leave their working environment.
The programme follow up schedule has already been completed by a number of staff in the Manchester, Liverpool and Bristol offices. These branches were also singled out for praise recently at the company’s annual national conference.
Established in 2007, Green Motion car rental has been built on the principle of offering customers the opportunity to enjoy good value vehicle rental, whilst helping to reduce the impact of global CO2 emissions associated with road travel.
The company has seen the brand expand on a global scale, and now offers services in 26 countries around the world.