L3 Vehicle Accident Repair Body Assessment Record
UNIT TITLE: KNOWLEDGE OF HOW TO IDENTIFY AND AGREE
UNIT REF: G8K
MOTOR VEHICLE CUSTOMER SERVICE NEEDS
Level: 3 Route: Knowledge Credit Value: 5 GLH: 45
Mapping: This unit is mapped to the IMI NOS G8
Rationale: This unit enables the learner to develop an understanding of how to gain: information from customers
on their perceived needs; give advice and information and agree a course of action; contract for the agreed work
and complete all necessary records and instructions.
LEARNING OUTCOMES ASSESSMENT CRITERIA
The Learner will: The Learner can:
1. Understand legislative and organisational 1.1. Describe the fundamental legal requirements of
requirements and procedures current consumer legislation and the
consequences of their own actions in respect of
this legislation
1.2. Describe the content and limitations of company
and product warranties for the vehicles dealt with
by their company
1.3. Explain the limits of their own authority for
accepting vehicles
1.4. Explain the importance of keeping customers
informed of progress
1.5. Describe their workplace requirements for the
completion of records
1.6. Explain how to complete and process all the
necessary documentation
2. Understand how to communicate and care for 2.1. Explain how to communicate effectively with
customers customers
2.2. Describe how to adapt your language when
explaining technical matters to non-technical
customers
2.3. Explain how to use effective questioning
techniques
2.4. Describe how to care for customers and achieve
customer satisfaction
3. Understand company products and services 3.1. Describe the range of options available to
resolve vehicle problems
3.2. Describe the range and type of services offered
by their company
3.3. Explain the effect of resource availability upon
the receipt of customer vehicles and the
completion work
3.4. Explain how to access costing and work
completion time information
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Content:
Organisational requirements
a Explain the organisation’s terms and conditions applicable to the acceptance of customer vehicles.
b Explain the content and limitations of vehicle and component warranties for the vehicles dealt with by your
organisation.
c Detail what, if any, limits there are to the authority for accepting vehicles.
d Detail why it is important to keep customers advised of progress and how this is achieved within the
organisation.
e Detail the organisation’s procedures for the completion and processing of documentation and records,
including payment methods and obtaining customer signatures as applicable.
Principles of customer communication and care.
a First Impressions.
b Listening skills – 80:20 ratio.
c Eye contact and smiling.
d Showing interest and concern.
e Questioning techniques and customer qualification.
f Giving clear non-technical explanations.
g Confirming understanding (statement/question technique, reflective summary).
h Written communication – purpose, content, presentation and style.
i Providing a high quality service – fulfilling (ideally exceeding) customer expectations within agreed time
frames.
j Obtaining customer feedback and corrective actions when dissatisfaction expressed.
k Dealing with complaints.
Company products and services
a. Service standards
i. national
ii. manufacturer
iii. organisational
b The range and type of services offered by the organisation.
i. diagnostic.
ii. servicing.
iii. repair.
iv. warranty.
v. MOT testing.
vi. fitment of accessories/enhancements.
vii. internal.
c The courses of action available to resolve customer problems.
i. the extent and nature of the work to be undertaken.
ii. the terms and conditions of acceptance.
iii. the cost.
iv. the timescale.
v. required payment methods.
d Effect of resource availability upon the receipt of customer vehicles and the completion of work.
i. levels and availability of equipment.
ii. levels and availability of technicians.
iii. workshop loading systems.
e How to access costing and work completion time information.
i. manuals.
ii. computer based.
Vehicle Information Systems, Servicing and Repair Requirements
a. Accessing technical data including diagnostics.
b. Servicing to manufacturer requirements/standards.
c. Repair/operating procedures.
d. MOT standards/requirements.
e. Quality controls – interim and final.
f. Requirements for cleanliness of vehicle on return to customer.
g. Handover procedures.
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Content: contd
Consumer legislation: To include:
a Consumer protection
b Sale of goods
c Data protection
d Product liability
e Health and safety
f Discrimination
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