Block B – Customer Service

Trends

The provision of customer value-added services such as on-site training, inventory control, communicating preventative maintenance records and expediting service continues to grow. Increasingly, partspersons are using multi-media to efficiently communicate with customers. Greater competition in the industry is emphasizing the importance of high quality customer service.

Related Components (including, but not limited to)

Catalogue racks, media storage library, files, boxes, bags, promotional material, price lists, business cards, CDs, computers and related electronic equipment, Internet tools, DVDs.

Tools and Equipment

See Appendix A.

Task 5 Provides services to retail customers.

Context

Partspersons must be resourceful in accessing information in order to satisfy retail customers’ needs. For example, they must use their knowledge of sector-specific markets and available technical support as well as be able to use effective communication skills and techniques to understand customer needs in order to provide appropriate products and services.

Required Knowledge

• K 1 original equipment manufacturer (OEM ) and aftermarket alternative parts
• K 2 consequences of inappropriate advice
• K 3 available technical support such as manufacturers’ support call centres and shop technicians
• K 4 options to reduce customer down time
• K 5 nature of retail customers’ business
• K 6 company policies regarding customer service
• K 7 function and application of OEM and aftermarket parts
• K 8 difference between retail, internal and wholesale customers
• K 9 effective communication techniques when dealing with customers
• K 10 required specialty installation tools and compounds such as thread lockers, gasket makers and sealants
• K 11 PPE requirements and safety procedures when handling products

Sub-task - B-5.01 Identifies retail customers’ needs.

Key Competencies

• B-5.01.01 interpret customer’s description of problem and priority by asking closed and open-ended questions to identify parts required
• B-5.01.02 compare failed parts against replacement parts to confirm proper fit and function
• B-5.01.03 advise customer of related parts and consumables that may be required

Sub-task - B-5.02 Provides technical information to retail customers.

Key Competencies

• B-5.02.01 contact manufacturers’ and suppliers’ technical support line for assistance in identifying parts and literature such as technical bulletins and specialized installation procedures
• B-5.02.02 identify the need for any manufacturers’ specialty installation tool requirements
• B-5.02.03 research online resources for technical support such as installation instructions, wiring diagrams and preventative maintenance measures

Task 6 Provides services to wholesale customers.

Context

Partspersons must be resourceful in accessing information in order to satisfy wholesale customers’ needs. For example, they must use their knowledge of sector-specific markets and available technical support. They must be able to use effective communication skills and techniques to understand customer needs in order to provide appropriate products and services, and to provide technical training opportunities.

Required Knowledge

• K 1 OEM and aftermarket alternative parts
• K 2 function and application of OEM and aftermarket parts
• K 3 consequences of inappropriate advice
• K 4 available technical support such as manufacturers’ support call centres and shop technicians
• K 5 options to reduce customer down time
• K 6 nature of wholesale customers’ business
• K 7 company policies regarding customer service
• K 8 difference between retail, internal and wholesale customers
• K 9 effective communication techniques when dealing with customers
• K 10 information on specialty installation compounds such as thread lockers, gasket makers and sealants
• K 11 information on PPE requirements and safety procedures when handling products
• K 12 information on specialty products, tools and equipment
• K 13 role of manufacturers’ product representatives regarding training

Sub-task - B-6.01 Identifies wholesale customers’ needs.

Key Competencies

• B-6.01.01 recognize potential product benefits to wholesale customers
• B-6.01.02 interpret customer’s description of problem, priority and time requirements by asking closed and open-ended questions to identify parts required
• B-6.01.03 compare identification number of failed parts against identification number of replacement parts to confirm proper fit and function
• B-6.01.04 obtain information from wholesale customers regarding their in-house stocking levels of items such as filters, oils and consumables

Sub-task - B-6.02 Provides training opportunities and technical information to wholesale customers.

Key Competencies

• B-6.02.01 recognize potential, current and on-going training needs
• B-6.02.02 assist in planning and coordinating training events
• B-6.02.03 provide technical information to wholesale customers on related parts and consumables that may be required
• B-6.02.04 obtain technical information for wholesale customers by contacting manufacturers and suppliers, or by researching online resources

Task 7 Provides services to internal customers.

Context

Partspersons must be resourceful in accessing information in order to satisfy internal customers’ needs. For example, they must use their knowledge of sector-specific markets. They must also be able to use effective communication skills and techniques to understand their internal customers’ needs in order to provide appropriate products and services.

Required Knowledge

• K 1 types of tools and equipment
• K 2 suppliers and manufacturers of tools and equipment
• K 3 repair resources for shop equipment
• K 4 company policies regarding inventory levels, warranty and cores
• K 5 internal customer fleets
• K 6 jurisdictional safety inspections
• K 7 preventative maintenance programs based on manufacturers’ standard operating procedures (SOP ) (time-based or mileage-based)
• K 8 record keeping procedures
• K 9 shop and bulk supplies such as janitorial, stationery, consumables, fluids, hardware and salt
• K 10 scrap and precious metals for resale

Sub-task - B-7.01 Identifies internal customers’ needs.

Key Competencies

• B-7.01.01 interpret customer’s description of problem and priority by asking closed and open-ended questions to service customer accordingly
• B-7.01.02 compare failed parts against replacement parts to confirm proper fit and function
• B-7.01.03 obtain information from internal customers regarding their shop supply levels and provide recommendations

Sub-task - B-7.02 Maintains inventory and records for internal customers.

Key Competencies

• B-7.02.01 expedite repairs of shop tools and equipment such as air conditioner (AC) machines, floor jacks and torque wrenches according to company practices in order to minimize down time
• B-7.02.02 maintain warranty and core returns for internal customers
• B-7.02.03 maintain tool catalogues depending on company policies and guidelines
• B-7.02.04 maintain historical maintenance records in business data systems

Task 8 Provides general customer service and support.

Context

Customer service is one of the main focuses of the partsperson trade. The ability to recognize customers’ requirements is essential for creating lasting customer relationships. Effective communication and the use of efficient business tools and practices allow partpersons to provide a high degree of customer service and support.

Required Knowledge

• K 1 nature of customers’ business requirements
• K 2 difference between retail, internal and wholesale customers
• K 3 company guidelines regarding quote expiration, contractual obligations, price levels, customer service and privacy regulations
• K 4 effective communication techniques when dealing with customers
• K 5 documentation required such as MSDS and TDG manifests
• K 6 business data systems for quotes and customer records
• K 7 sector-specific cataloguing databases
• K 8 related parts and products required to perform customers’ tasks
• K 9 delivery service levels such as ground, air, express and overnight
• K 10 customers’ delivery and timeline requirements
• K 11 sector-specific motive structural and mechanical systems such as agriculture, automotive, heavy equipment and transit
• K 12 OEM and aftermarket alternative parts
• K 13 function and application of OEM and aftermarket parts
• K 14 types of value-added services such as basic installation, testing parts and batteries, recommending complementary products, on-site inventory management, discount pricing and expediting services
• K 15 sales patterns regarding seasonal products
• K 16 PPE requirements and safety procedures when handling products
• K 17 product improvement programs (PIPs)

Sub-task - B-8.01 Prepares customer quotes.

Key Competencies

• B-8.01.01 refer to company guidelines to determine respective customer’s price level
• B-8.01.02 determine additional charges such as freight, duty, environmental, currency exchange rates, and customs and excise fees and taxes
• B-8.01.03 enter and retrieve historical information from business data system to compile/update quotes
• B-8.01.04 apply contractual obligations to customer quote according to company policies
• B-8.01.05 review details of quote, inform customer of parts availability and advise of included value-added services

Sub-task - B-8.02 Provides no-fee value-added services and information.

Key Competencies

• B-8.02.01 advise customer of programming, handling and warranty limitations on products
• B-8.02.02 advise customer of manufacturers’ technical tutorials on products
• B-8.02.03 verify functionality of parts by testing components such as batteries, alternators and sensors to confirm customer needs
• B-8.02.04 find alternative sources such as machine shops to rebuild core parts, and auto recyclers to locate parts that are no longer available
• B-8.02.05 provide customer with literature such as technical bulletins, specialized installation procedures, wiring diagrams, warranty options and preventative maintenance procedures
• B-8.02.06 provide after sales follow-up service by confirming accuracy and quality of delivery

Sub-task - B-8.03 Records customer information.

Key Competencies

• B-8.03.01 enter and update customer information such as contact information and equipment make, model and serial number, into business data system for internal historical records
• B-8.03.02 record customer’s payment information such as credit cards or charge accounts into business data system according to company guidelines

Sub-task - B-8.04. Implements product improvement programs (PIP ).

Key Competencies

• B-8.04.01 read notification to determine PIP procedures
• B-8.04.02 respond to customer query or inform customer of product improvement
• B-8.04.03 acquire product from inventory or from supplier
• B-8.04.04 adjust inventory accordingly
• B-8.04.05 inform customer or service department that part has been received
• B-8.04.06 submit appropriate paper work to manufacturer