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.
This course on ‘Develop Administrative Procedures in a Selected Organisation’ is designed for individuals involved in administration within commercial or non-commercial organisations. Participants will learn to develop administrative procedures that enhance the effectiveness and efficiency of the administrative component, thereby aiding the organisation in achieving its mission, vision, and objectives.
Course Content
- Customer concerns are determined by using s open-ended probing questions
- Customer concerns are confirmed by using closed directed questioning methods
- Service documentation is processed according to company procedures
- A customer’s service history is retrieved from the service database according to standard operating procedures
- A customer’s service information updated according to standard procedures
- The service history of the vehicle is referenced to ensure that service continuity is maintained
- The concerns and requirements of a customer are communicated to the service division as part of the service plan
- Calm, confident and positive communication is maintained with a client in the face of stressful situations
- Concerns and requirements of a customer are referred according to company policies and procedures
- Communication with a client and or other persons/divisions is recorded as per company policy and procedure
- The systems and components identified in the vehicle for further servicing are described in accordance with company/manufacturers service policies
- A customer is advised on further requirements for safe motoring
- Quotations for servicing/repairs are compiled according to standard company procedures
- Approval for the further service or repair is obtained and agreed with a customer according to company policy and procedure
- Specific manufacturer’s warranties and guarantees are described and explained in terms of terms and conditions
- Actions to be taken are explained in relation to warranty and guarantee documentation
- Warranty or guarantee actions are explained to a customer and processed according to company policy and procedures
- The estimated time of collection is agreed with a customer in terms of workshop loads
- The existing condition and contents of the vehicle is assessed and noted in accordance with company procedures
- A job card is made out in accordance with company procedures
- Customer valuables are secured according to organisational policies and procedures
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
