Streamline Customer Service
Gain the skills to manage booking systems and vehicle scheduling with precision. This course equips you to organise appointments and maintain a smooth service process in the busy automotive retail environment.
What is this course about?
This course provides the knowledge and techniques required to make and manage customer appointments, monitor workflow and ensure efficient vehicle handling. Learners will explore scheduling tools, communication methods and process coordination to support service teams in retail automotive settings.
Why take this course on appointments and customer vehicle flow?
In the retail automotive sector, timely service and clear communication are vital for customer satisfaction. This course helps you stay organised, reduce delays and keep daily operations on track, improving overall service delivery.
What you will gain from this course:
- Schedule and confirm customer appointments effectively
- Monitor and manage vehicle flow through the service process
- Communicate with customers and internal teams clearly
- Reduce wait times and improve service efficiency
- Support a positive and professional customer experience in a retail automotive environment
Overview
Qualifying learners are capable of controlling the flow of customers’ vehicles into the department for service and repairs so as to provide customers’ with optimum convenience while ensuring maximum facility and manpower utilisation and thus service centre profitability. This unit standard makes provision for the automotive retail industry with special reference to making appointments and controlling the flow of customer 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.
Description
Upon achieving this unit standard, the learner will be able to operate clerical systems and apply business practices effectively. They will be capable of providing customers with quotes for automotive repairs and services, ensuring accuracy and clarity. Additionally, the learner will be adept at booking in work for an automotive service and repair business, managing schedules efficiently. They will also be skilled in attending to customer inquiries in accordance with company policies and procedures, ensuring a high standard of customer service.
- Data is entered using company standard data capturing methods.
- Appointments are made in accordance with standard workplace procedures and practices.
- Time and stress management principles are applied to overcome customer anxiety in accordance with company policies and procedures
- Customer details and vehicle service history are established according to company standards.
- Prices of repairs and services are accessed in terms of the product range necessary or on offer with reference to company strategies.
- The quote is formatted in accordance with company policies and procedures.
- The quoted price is verified according to company policies and procedures
- Available hours for sale are ascertained on a daily basis in accordance with standard procedures.
- The customer and vehicle service history is maintained on the service centre record-keeping system in terms of building a relationship with the customer
- The availability of parts is ascertained with reference to the job requirements.
- An appointment is agreed with reference to ensuring customer convenience and workshop availability.
- Courtesy services are arranged in terms of customer needs and in accordance with company policies and procedures.
- Information related to the customer and required service is disseminated to the relevant service and repair areas in accordance with standard company procedures.
- Customer courtesy is displayed in accordance with company policies and with reference to acceptable language communication at all times.
- The customer’s inquiry is handled efficiently and in accordance with company policies and procedures.
- The customer is directed to the responsible person in accordance with company procedures.
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
