In today’s blog post, we highlight a best practice example from the car rental industry. We are pleased to share our collaboration with AVIS. With over 70 years of experience and more than 10,000 rental locations worldwide, AVIS is one of the most established and well-known brands in the industry. In May this year, we conducted our first live security audit with training at the AVIS rental station during ongoing operations. Our colleague, retired Erster Polizeihauptkommissar a. D. Peter Hessel, spent a full working day with the employees of AVIS at Zurich Airport. What are the advantages of an “On-Site Training”? In addition to the content of a seminar, our trainer gains direct insight into the workflows at the AVIS counter. The time between customer interactions is used efficiently to teach essential aspects of document knowledge and reflect on customer interactions. If staff have questions about a document or identity verification, these are answered immediately and without delay [...]
In today’s blog post, we highlight a best practice example from the car rental industry. We are pleased to share our collaboration with AVIS. With over 70 years of experience and more than 10,000 rental locations worldwide, AVIS is one of the most established and well-known brands in the industry.
In May this year, we conducted our first live security audit with training at the AVIS rental station during ongoing operations. Our colleague, retired Erster Polizeihauptkommissar a. D. Peter Hessel, spent a full working day with the employees of AVIS at Zurich Airport.
What are the advantages of an “On-Site Training”?
In addition to the content of a seminar, our trainer gains direct insight into the workflows at the AVIS counter. The time between customer interactions is used efficiently to teach essential aspects of document knowledge and reflect on customer interactions. If staff have questions about a document or identity verification, these are answered immediately and without delay by our document expert Peter Hessel. This provides a real advantage and visible quality for everyone involved—both employees and AVIS customers.
Additionally, there are practical tips for the daily work routine: How to interact with customers, what polite questions to ask during plausibility checks, and how to react appropriately if a customer is insistent or reluctant about document checks. No matter how many training sessions you’ve attended on identity and ID verification, questions often arise only during real-life work situations.
A specific tip for anyone handling ID and identity verification
Keep the ID document you are checking with you until the entire process is complete. When dealing with formalities such as vehicle handover, like in this case with AVIS or other car rental services, keep the ID, passport, or driver’s license until you’ve fully processed the customer’s transaction. Why do we recommend this?
Because during processing, you may need to cross-check data, such as matching the customer details in the system with the data on the passport. Or, you may need the customer’s signature. If you return all documents too early, you won’t be able to compare signatures (form vs. passport). This is why trainer Peter Hessel emphasizes during AVIS workplace training:
- Don’t hesitate with document checks.
- Keep documents until the transaction is complete.
- Perform a visual person check by verifying whether the photo on the ID matches the person in front of you.
- When in doubt, always consult colleagues or the onysID check center
The conclusion from AVIS and onysID
The real-time on-the-job training was a truly successful day, during which we were able to impart a wealth of knowledge, useful tips for everyday work, and, most importantly, a sense of security. We would also like to take this opportunity to sincerely thank the highly motivated staff at AVIS Zurich for their hospitality and attentiveness!
Do you have questions about the identification process or want to learn more about our training and courses? Feel free to reach out to us. We´re looking forward to hearing from you!
