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Customer Relations and Collision Repair

Course format: Live instruction with posttest
I-CAR Credit Hours: 6 hours
Estimated Duration: 8 hours
Platinum: $228.00
Gold Class: $228.00
Standard: $276.00

Prior Recommended Programs

  • Overview of Cycle Time Improvements for the Collision Repair Process (CYC01)
  • Fundamentals of Collision Repair (FCR01)
  • Hazardous Materials, Personal Safety, and Refinish Safety (WKR01)

This course is an Annual Training option for the following roles:
Auto Physical Damage Appraiser

  • Understand the importance of customer satisfaction
  • Understand the elements of the customer experience from the point of first contact to the delivery of the vehicle
  • Explain quality as it pertains to the collision repair business
  • Describe the different types of insurance policies available
  • Explain the importance of customer correspondence and record keeping
  • Identify preventative measures to avoid conflicts with the customer
  • Explain safety considerations to the collision repair facility
  • Describe the collision repair process
  • Understand how training impacts customer relations

Module 1 – Customer Service
This module explains the value of quality repairs and how it impacts customer satisfaction. After an in-class “tour” of a typical collision repair facility, the student will learn about the history of the modern unibody vehicle as well as customer expectations, effective communications techniques, and the types of insurance policies available.

Module 2 – Collision Repair Process
In addition to the personal safety practices that should be observed in the collision repair facility, this module provides a more in-depth look at each area of the repair process including the estimating process, structural and non-structural repairs, glass replacement, refinishing, detailing, and delivery.

Course outline containing topics and subtopics.