TAP>Process vehicle service or repair requests
COURSE PURPOSE The qualifying learner is capable of receiving customers in such a way that their natural anxiety is reduced to a minimum and to establish the customer’s requirements and concerns about the performance of his or her vehicle and …
COURSE PURPOSE
The qualifying learner is capable of receiving customers in such a way that their natural anxiety is reduced to a minimum and to establish the customer’s requirements and concerns about the performance of his or her vehicle and advising the customer on appropriate further service or repair options. This unit standard makes provision for the automotive retail industry with special reference to the service of vehicles in the following categories: Light commercial vehicles, passenger vehicles, recreational vehicles, Motor cycles, Tri-cycles, Quad cycles, Boats, Off Road (ATR) vehicles and earth moving equipment.
WHAT YOU’LL LEARN
Upon achieving this unit standard, the learner will be able to establish customers’ concerns, effectively identifying and addressing their needs and issues. They will be adept at using a customer’s service history to ensure continuity of the service relationship, maintaining a consistent and informed approach to customer care. The learner will also be skilled in managing various pressured customer interface situations, demonstrating the ability to handle challenging interactions professionally and calmly. Additionally, they will be capable of selling service and repair options to customers, clearly explaining benefits and options available. The learner will be proficient in interpreting warranties and guarantees, applying them correctly to ensure customer satisfaction and compliance with company policies. Finally, they will be able to conclude the service consultancy process efficiently, ensuring all aspects of the consultation are completed and the customer is fully informed.
Curriculum
- 6 Sections
- 21 Lessons
- 1 Day
- Unit 1: Establish customer concerns3
- Unit 2: Use a customer's service history to ensure continuity of the service relationship3
- Unit 3: Manage various pressured customer interface situations4
- 3.0The concerns and requirements of a customer are communicated to the service division as part of the service plan
- 3.1Calm, confident and positive communication is maintained with a client in the face of stressful situations
- 3.2Concerns and requirements of a customer are referred according to company policies and procedures
- 3.3Communication with a client and or other persons/divisions is recorded as per company policy and procedure
- Units 4: Sell service and repair options to customer4
- 4.0The systems and components identified in the vehicle for further servicing are described in accordance with company/manufacturers service policies
- 4.1A customer is advised on further requirements for safe motoring
- 4.2Quotations for servicing/repairs are compiled according to standard company procedures
- 4.3Approval for the further service or repair is obtained and agreed with a customer according to company policy and procedure
- Unit 5: Interpret warranties and guarantees and apply accordingly3
- 5.0Specific manufacturer’s warranties and guarantees are described and explained in terms of terms and conditions
- 5.1Actions to be taken are explained in relation to warranty and guarantee documentation
- 5.2Warranty or guarantee actions are explained to a customer and processed according to company policy and procedures
- Unit 6: Conclude service consultancy process4
- 6.0The estimated time of collection is agreed with a customer in terms of workshop loads
- 6.1The existing condition and contents of the vehicle is assessed and noted in accordance with company procedures
- 6.2A job card is made out in accordance with company procedures
- 6.3Customer valuables are secured according to organisational policies and procedures