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Catalog Course Search Details

This course has been changed from the previous catalog, the changed field(s) are highlighted in red:

 Course Title:   Automotive Service Writer

 Title Abbreviation:   AUTO SERVICE WRITER

 Department:    AT

 Course #:    104

 Credits:    2

 Variable:     No

 IUs:    2

 CIP:    470604

 EPC:    712

 REV:    2014


 Course Description  

Customer relations and marketing techniques for those currently employed as service advisors/writers or for those who want to become service advisors/writers. Topics include repair orders, phone and communications skills, and handling customer complaints. Warranties and the lemon law will be discussed.

 Prerequisite  

Prerequisite or concurrent enrollment: AT 100 or 107 and OFTEC 99.

Additional Course Details

Contact Hours (based on 11 week quarter)

Lecture: 22

Lab: 0

Other: 0

Systems: 0

Clinical: 0


Intent: Distribution Requirement(s) Status:  

Vocational Preparatory Required for certificate  

Equivalencies At Other Institutions

Other Institution Equivalencies Table
Institution Course # Remarks
N/A

Learning Outcomes

After completing this course, the student will be able to:

  1. Understand and utilize proper people skills, communication skills, and customer relations.
  2. Handle customer complaints in diverse situations with people of diverse backgrounds.
  3. Understand repair orders, billing, workflow, and marketing.
  4. Understand customer service and how it relates to different cultures.
  5. Understand the importance of teamwork in an industry setting.

General Education Learning Values & Outcomes

Revised August 2008 and affects outlines for 2008 year 1 and later.

3. Communication

Definition: Understanding and producing effective written, spoken, visual, and non-verbal communication.

Outcomes: Students will be able to . . .
3.7 Adapt communication to diverse audiences and media.

6. Individual Awareness & Responsibility

Definition: Understanding, managing, and taking responsibility for one’s learning and behavior in varied and changing environments.

Outcomes: Students will be able to . . .
6.2 Demonstrate standards of professionalism in manner, appearance, and setting appropriate to the context, including the classroom, workplace, and community.

10. Technology

Definition: Understanding the role of technology in society and using technology appropriately and effectively.

Outcomes: Students will be able to . . .
10.3 Use technology appropriate to the context and task to effectively retrieve and manage information, solve problems, and facilitate communication.

Course Contents

  1. Document preparation.
  2. Organization.
  3. Labor/time guide use.
  4. Time management skills.
  5. Customer service/phone skills.
  6. Diversity issues.
  7. Sales/marketing skills.
  8. Dispatch/workflow.
  9. Inventory control.
  10. Personal grooming.
  11. Product knowledge.
  12. Warranty issues.
  13. Communication skills.
  14. Mathematics: Estimation and calculation.
  15. Cultural attitudes related to customer service.