Avis is a multination car hire business with offices globally, either standalone or in airports.
Avis Europe wanted sales training and customer service training for their agents throughout Europe. These courses were to form part of a larger curriculum for all customer facing staff across Europe. They also need to be able to run train the trainer in various languages.
Firstly, we looked at the wider curriculum to see what was missing and were our courses would fit in. We then took a detailed look at the current sales and service process on the ground and the internal target and reward system. Finally, we looked at how things differed across Europe. Once we had this information, we could then write 3 bespoke courses which took into consideration both company wide and local needs. Company wide so it fit into the curriculum and installed the same sales and service ethos and local needs by writing regional case studies to work on. We then delivered this train the trainer in local languages and made any amendments before it become part of the day to day training. The success was in really getting to know the business at national and local level and working closely with the training team.
“Avis Europe engaged Sales Training International to help us design three classroom courses on sales training and customer services skills. These courses formed part of our ‘Common Curriculum’ project; a major initiative to provide a consistent blended learning solution to all front line staff across Europe.
They worked with us over a period of about 6 months to design detailed trainer guides and other materials as well as to design and deliver train the trainer courses to enable our trainers from across Europe to run the programme.
The train the trainer courses which were a real test of what we had done and were really well received.
Throughout the project they impressed with:
- Commitment to the project – overcoming difficulties and at times pulling out all the stops to produce deliverables
- Willingness to follow up after the courses to ensure suggested changes were incorporated
- Experience of running courses of this type which allowed realistic session timings
- Energy and humour injected into all of the courses
- Facilitation skills during the train the trainer courses, in many languages
I would happily recommend Sales Training International for this type of work.”