Service Counter Training on the Way (November 01, 2008)

Industry stakeholders are commending the development of a new training program from the Canadian Automotive Repair and Service (CARS) Council.

Targeted at service counter personnel, the CARS Service Related Training Curricula Development project aims to provide service managers and advisors with a dedicated training program based on industry-standard occupational profiles developed especially for these front-line employees.

The overriding objective of the project is to improve the skills of service counter personnel by providing access to high-quality training within the workplace.

CARS plans to develop some 24 different training modules in French and in English. They will cover a variety of topics from basic communications skills, technical skills for nontechnical people, relationship-building and selling skills.

The impact of this industry-first training program will be huge. CARS estimates approximately 13 per cent of the industry’s work force is employed in service advisor and service management positions — that’s over 33,000 individuals.

Industry-validated occupational profiles are at the heart of the new training program. CARS put considerable effort into developing national, functional standards for the service advisor and management positions that detail blocks of key activities, tasks and sub-tasks for each of these positions and the associated skills and knowledge required for success in these important occupations.

The development of the service-related training program is being guided by an advisory committee of experienced and senior industry stakeholders. The advisory committee members have taken a very hands-on approach to the project and have influenced the design of key elements within the training content.

CARS will make the training available for delivery over the Internet through its CARS OnDemand network. This means industry personnel will be able to access the service related training and hundreds of other automotive, truck and collision repair and service modules anywhere, anytime, 24/7.

An added bonus for online users will be the ability to assess their existing skill levels, measured against the occupational profiles, through the CARS online skills gap and training needs assessment tool, CARSability. Individuals can assess their skills, identify any skills gaps and be referred to appropriate training programs.

As the individual training modules are completed, they will be reviewed by industry employers and employees to ensure that the training content meets industry’s expectations and needs.

Many in industry feel that training specific to these front line positions is long overdue.

Mark Sinclair from Neighbourhood Auto Plus in London, Ontario has been an active and enthusiastic member of the CARS Service Related Training Curricula Development project Advisory Committee. He is very adamant about the need for a dedicated and comprehensive training program for service counter personnel.

“Service managers and advisors are the front line communication between a repair and service shop and their customers and their role is key to the success of the business,” said Sinclair, adding, “they are responsible for maintaining the customer relationship, for successfully selling the repair and for managing the workflow to ensure that the work is completed effectively, on time and to the customer’s satisfaction.”

CARS estimates the first training modules will be available to industry by the end of 2008. In the meantime, for more information on the CARS Service Related Training Curricula Development project and to learn how you can become involved, contact CARS at 1-888-224-3834.

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CARS plans to develop some 24 different

training modules in French and in English.

They will cover a variety of topics from basic

communications skills, technical skills for nontechnical

people, relationship-building and

selling skills.

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For more information on automotive technology visit CARS OnDemand training at: www.cars-council.ca