1. How to Identify and Agree Customer Service Needs
Totton College
How to Identify and Agree Customer
Service Needs

2. Customer communication and care
Principles of Customer Communication and Care.
a. First Impressions.
b. Listening skills – 80:20 ratio.
c. Eye contact and smiling.

3. Customer Communication and Care.
d. Showing interest and concern.
e. Questioning techniques and customer qualification.
f. Giving clear non-technical explanations.
g. Confirming understanding (statement/question technique,).

4. Customer Communication and Care.
h. Written communication – purpose, content, presentation and style.
i. Providing a high quality service – fulfilling (ideally exceeding) customer expectations

5. Customer Communication and Care.
agreed time frames.
j. Obtaining customer feedback and corrective actions when dissatisfaction expressed.
k. Dealing with complaints..

6. Customer Communication and Care
Pricing the work.
1. Estimates.
2.Parts
3.Labour
4.Consumables
5. Overheads.
6. Waste disposal /recycling.
7.Pick up /delivery
8.Curtesy car.

7. Job Cards List service jobs required. Put these in “Working order”
Column for “Time taken”
Column for “Parts required”
Column for “Fluids required”
Column for Comments/ Advisories
Column for other ??

8. Workshop servicing Use of the Vehicle lift; 4 post; 2 post Safety
communication
Why ?
What happens if we don’t ?

9. Workshop safety
How can you reduce the risk of injury to yourself whilst working in the Workshop ?.
What are the dangers of moving a car in and out of the workshop ?

10. H&S What are the dangers of working with Electrical power tools ?
Why do we need extra care when working on fuel leaks ?

11. Fire precautions

12. H&S Acts / Regulations 1.Health and safety at work act 1974
4 Personal Protective Equipment at Work Regulations 1992: require employers to provide appropriate protective clothing and equipment for their employees.
5 Provision and Use of Work Equipment Regulations 1998: require that equipment provided for use at work, including machinery, is safe.
6 Manual Handling Operations Regulations 1992:
7 Health and Safety (First Aid) Regulations 1981
10 Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 (RIDDOR):
11 Noise at Work Regulations 1989: require employers to take action to protect employees from hearing damage.
12 Electricity at Work Regulations 1989: require people in control of electrical systems to ensure they are safe to use and maintained in a safe condition.
13 Control of Substances Hazardous to Health Regulations 2002 (COSHH): require employers to assess the risks from hazardous substances and take appropriate precautions.
Others………………..

13. Workshop Servicing; With Car on the floor
Check driver controls;
Lights.
Indicators
Hazards
Fog
Reverse
Wash/Wipe
Windows
Why ?
What happens if we don’t ?

14. Car on floor Check trim. Damage Loose Seat Belts Function Anchorage
Why ?
What happens if we don’t ?

15. Dashboard checks Switches Stalks Clocks and dials other Why ?
What happens if we don’t ?

16. Out of car checks Locks Handles Hinges Fuel cap/flap Check they work,
Lubricate
Adjust
Why ?
What happens if we don’t ?

17. Body Panels Check for damage Check for rough edges Report to customer.
Why ?
What happens if we don’t ?

18. Lenses Check lenses for; Cracks Water ingress Discolouration Why ?
What happens if we don’t ?

19. Windscreen Cracks/chips Seal Wipers / blades Rear screen Why ?
What happens if we don’t ?

20. Car raised to full height
Drain oil
Dispose of oil
Look for oil leaks
New oil filter
Why ?
What happens if we don’t ?

21. Lubrication Transmission Rear Axle/ Differential Why ?
What happens if we don’t ?

22. Under car inspection Look for; Damage Corrosion Leaks
Brake and fuel lines chaffing
Why ?
What happens if we don’t ?

23. Exhaust What to look for.. Leaks Holes / damage Broken supports
Missing clamps
Touching chassis / bodywork.
Evidence of internal disintegration.
Exhaust gases include;
SO2
NO2 CO
Benzene
Hydrocarbons

24. Steering Rack and pinion action Gaiter condition Ball joints
Secure fittings
Why ?
What happens if we don’t ?

25. Suspension Look for leaks on damper. Broken springs
Use pry bar to test bushings.
Why ?
What happens if we don’t ?
How would you test a damper ?
Bounce test
Look for Leaks.

26. Drive Shafts Lateral play Gaiters. Re fit sump plug Why ?
What happens if we don’t ?

27. Car at half height Remove wheels Check ; Brake pads, shoes and discs.
Note thicknesses
Check cylinders for leaks
General checks
Why ?
What happens if we don’t ?

28. Brakes Inspect Vehicle Braking System and Associated Parts
Check brake pads for wear or damage
Check callipers for leaks and security
Check brake shoes for wear or damage
Inspect operation of wheel cylinders and report leaks

29. Brakes contd. Check brake discs/drums for wear, cracks, corrosion, etc
Test and report brake fluid boiling point
Inspect brake hydraulic system
Inspect handbrake
Inspect ABS warning lights
Check brake fluid & replacement schedule

30. Road wheels and tyres Check wheels for damage / balance weights.
Tyre pressure /tread
Tyre damage/ wear
Why ?
What happens if we don’t ?

31. Wheel/tyre problems How do we measure tyre tread depth? what’s legal ?
Slip angle ?
Castor angle ?
Tyre Profile =
Same as aspect ratio

32. Car on floor Fit VPE Refill engine oil Why ?
What happens if we don’t ?

33. Oil What is ; Viscosity of oil.? Multi grade oil?
The oils resistance to flow
Multi grade oil?
The SAE designation for multi-grade oils includes two viscosity grades; for example, 10W-30 designates a common multi-grade oil.
Boundary lubrication?
is the process of reducing wear of surfaces which are in moving contact with each other, by interposing a lubricant between the surfaces to more evenly spread the load (pressure generated) between the surfaces
Why is Synthetic oil becoming more popular in modern cars ?
it is made chemically and not from whole crude oil which is good for the environment and it generally provides superior mechanical and chemical properties than those found in traditional mineral oils

34. Under bonnet area
Inspect area for corrosion or damage or things out of place
Why ?
What happens if we don’t ?

35. Top up Brake fluid Power steering Transmission fluid Windscreen wash
Coolant / Antifreeze
Clutch fluid
Why ?
What happens if we don’t ?

36. Fuel System Inspect Fuel Filter, Cap and Lines Fuel Cap Fuel Lines
Check fuel filter replacement schedule and report as appropriate (Replacements at additional cost)

37. Cooling System Inspect Cooling System Inspect radiator & radiator cap
Check coolant hoses and clips for leaks, condition
Inspect expansion bottle/tank and cap
Check cooling fan
Check condition and tension of fan/alternator belt
Inspect and top up anti freeze as required

38. Battery Check acid level and strength. Clean terminals
Ensure its secure.
No unwanted contact
Why ?
What happens if we don’t ?

39. Electrics
open circuit - An electric circuit in which the normal path of current has been interrupted, either by the disconnection of one part of its conducting pathway from another
A short circuit - is simply a low resistance connection between the two conductors
A bad "earth“ connection means a poor ground connection to the earth
What is this and what should we set it to measure voltage

40. Electrical checks Check bulbs for continuity
Check wiring for continuity
Check fuse
Check earth
Battery
Switch operation
Reasons for dim headlights;
Bad earth
Wrong bulb
Lens damage
Poor voltage supply

41. Drive Belts Check for split or cracked belts. Look for slipping belts
Tighten as required.
Why ?
What happens if we don’t ?

42. What if ?
You found a defect during a service but it is not on your “to do list”

43. Legal side of driving
What are the legal requirement for a car to be on the road ?

44. Final checks
What final checks should you make on the car before it leaves the workshop following a service ?.

46. Servicing

47. Workshop Servicing; With Car on the floor
Check driver controls;
Lights.
Indicators
Hazards
Fog
Reverse
Wash/Wipe
Windows
Why ?
What happens if we don’t ?

48. Car on floor Check trim. Damage Loose Seat Belts Function Anchorage
Why ?
What happens if we don’t ?

49. Dashboard checks Switches Stalks Clocks and dials other Why ?
What happens if we don’t ?

50. Out of car checks Locks Handles Hinges Fuel cap/flap Check they work,
Lubricate
Adjust
Why ?
What happens if we don’t ?

51. Workshop Servicing; With Car on the floor
Check driver controls;
Lights.
Indicators
Hazards
Fog
Reverse
Wash/Wipe
Windows
Why ?
What happens if we don’t ?

52. Car on floor Check trim. Damage Loose Seat Belts Function Anchorage
Why ?
What happens if we don’t ?

53. Dashboard checks Switches Stalks Clocks and dials other Why ?
What happens if we don’t ?

54. Out of car checks Locks Handles Hinges Fuel cap/flap Check they work,
Lubricate
Adjust
Why ?
What happens if we don’t ?

55. Body Panels Check for damage Check for rough edges Report to customer.
Why ?
What happens if we don’t ?

56. Lenses Check lenses for; Cracks Water ingress Discolouration Why ?
What happens if we don’t ?

57. Windscreen Cracks/chips Seal Wipers / blades Rear screen Why ?
What happens if we don’t ?

58. Vision Checks Inspect Vehicle Windscreens and Mirrors
Inspect windscreen wipers and wiper operations (front & rear)
Inspect windscreen washer operation and top up as required
Check windscreen security and cracks
Inspect mirrors (interior and exterior)
Inspect number plate

59. vehicle transmission
Describe a typical procedure for checking the fluid level in a fully automatic, light vehicle transmission.
Check manufactures advice
Types of fluid

60. Lubrication Transmission Rear Axle/ Differential Why ?
What happens if we don’t ?

61. Drive Shafts
check to a FWD drive shaft ? 1. 2. 3.

62. Drive Shafts
Lateral play
Gaiters.
Why ?
What happens if we don’t ?

63. Oil Change changing the engine oil and filter Oil Filter
Oil type and quantity
Drain plug seal/washer
Flushing agent ???
viscosity ?
multi-grade oil ?

64. Car raised to full height
Engine Inspection, Change Oil & Filter
Inspect engine for oil leaks
Inspect engine and gearbox mountings
Drain and change oil
Change oil filter

65. Under car inspection Look for; Damage Corrosion Leaks
Brake and fuel lines chaffing
Why ?
What happens if we don’t ?

66. What systems need servicing ?
systems that require an inspection while carrying out routine vehicle maintenance. A. B. C. D.
etc

67. Road wheels and tyres Check wheels for damage / balance weights.
Tyre pressure /tread
Tyre damage/ wear
Why ?
What happens if we don’t ?

68. Steering Rack and pinion action Gaiter condition Ball joints
Secure fittings
Why ?
What happens if we don’t ?

69. Checks
describe how you would check each of the following items as part of routine maintenance:
ball joint
steering rack
steering box

70. Car at half height Remove wheels Check ; Brake pads, shoes and discs.
Note thicknesses
Check cylinders for leaks
General checks
Why ?
What happens if we don’t ?

71. Exhaust What to look for.. Leaks Holes / damage Broken supports
Missing clamps
Touching chassis / bodywork.
Evidence of internal disintegration.
Exhaust gases include;
SO2
NO2 CO
Benzene
Hydrocarbons
Emissions test……………

72. Suspension Look for leaks on damper. Broken springs
Use pry bar to test bushings.
Why ?
What happens if we don’t ?
How would you test a damper ?
Bounce test
Look for Leaks.

73. Battery
Checks ? 1. 2. 3. 4.

74. Battery Check acid level and strength. Clean terminals
Ensure its secure.
No unwanted contact
Why ?
What happens if we don’t ?

75. Electrics
open circuit - An electric circuit in which the normal path of current has been interrupted, either by the disconnection of one part of its conducting pathway from another
A short circuit - is simply a low resistance connection between the two conductors
A bad "earth“ connection means a poor ground connection to the earth
What is this and what should we set it to measure voltage

76. Electrical checks Check bulbs for continuity
Check wiring for continuity
Check fuse
Check earth
Battery
Switch operation
Headlamp alignment
Reasons for dim headlights;
Bad earth
Wrong bulb
Lens damage
Poor voltage supply

77. Electrics continued Inspect Electrical Components of the Vehicle
Inspect interior and exterior lights
Inspect warning lights
Inspect battery charge and terminals
Check diesel plug indicator
Inspection of HT leads
Check distributor cap
Check horn

78. Why is it important ?
in the first 2 or 3 years of a vehicle life to use
recommended parts,
service intervals
correctly trained technicians to carry out the work.

79. Road worthiness
State two regulations against which road worthiness of a vehicle is assessed
Construction and use regulations
MOT regulations

80. PDI You have completed routine maintenance on a vehicle.
State three things which should be checked to ensure it meets with customer expectations?

81. Preparation for practical assessment
Do you want to work on a live car ?
You will need to find one….cannot charge!
What will you need ?
Autodata.. Wait for car to arrive..pre order if necessary.
We need a long session to ensure completion.