Listen to customer/client; collect information and identify customers/client's concerns, needs and expectations.
Establish cooperative attitude with customer/client.
Identify yourself to customer/client; offer assistance.
Deal with angry customer/client.
Identify customer/client preferred communication method; follow up to keep customer/client informed about parts and the repair process.
Recognize basic claims handling procedures; explain to customer/client.
Project positive attitude and professional appearance.
Provide and review warranty information.
Provide and review technical and consumer protection information.
Estimate and explain duration of out-of-service time.
Apply negotiation skills to obtain a mutual agreement.
Interpret and explain manual or computer-assisted estimate to customer/client.
Proficiency Scale
The student can...
1 Beginning
with help, demonstrates a partial understanding of some of the simpler details and processes (Score 2.0 content) and some of the more complex ideas and processes (Score 3.0 content).
2 Developing
demonstrates no major errors or omissions regarding the simpler details and processes but exhibits major errors or omissions regarding the more complex ideas and processes (Score 3.0 content).
3 Proficient "The Standard."
demonstrates no major errors or omissions regarding any of the information and processes that were end of instruction expectations.
4 Advanced
demonstrates in-depth inferences and applications regarding more complex material that go beyond end of instruction expectations.
Proficiency Scale