chap04 pps Automotive technology at University of Cambridge

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Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

1

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OBJECTIVES:
After studying Chapter 4, the reader should
be able to:

• Discuss how to start a new job.
• Describe the advantages of having a mentor.
• Explain how a mentor can improve on-the-job
•
•

learning.
Discuss the role of the trainee with a mentor.
Explain formal and informal evaluations.

2

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Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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OBJECTIVES:
•
•

•

(cont.)

Describe the role of a service technician.
Explain how the flat-rate pay plan works.
Describe the type and pricing of parts.

Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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KEY TERMS:

advisor • advocate • aftermarket parts
core • core charge • coach • counselor • critical thinking
customer pay (CP)
flagging • formal evaluation • informal evaluation •
jobber • mentor • original equipment (OE)
rebuilt • remove and inspect (R & I) • remove and replace
(R & R) • renewal parts • repair order (RO) • role model
service bay • stall • teacher • three Cs (concern, cause,
correction) • trainee • warehouse distributor
Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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PROFESSIONALISM
Professionalism and personal credibility are important and can 
determine success as a service tech or customer service provider. 
Clean Clothes are a Must.
Anyone who meets the public in any business must not only be dressed
appropriately, but the clothing should be clean. Also be sure that leather
shoes have been shined. Dull, dirty, or scuffed shoes or messy
appearance reflects an unprofessional look.

5

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Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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A true professional does the following on a regular basis:
Practice consistency.  Positive, professional and warm at all times.
Keep your word.  Follow through commitments you make. 
Develop technical expertise.  Be knowledgeable about the vehicles 
being serviced. Attend update training classes to keep current.
Become a teammate with your co­workers. Working successfully 
with others shows that you have common goals and can benefit 
from the specific skills of others.
Apologize if you are wrong.  Practice honesty all of the time.

Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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Ethics  Principles governing conduct of an individuals or groups. 
Some ethical decisions are easy to recognize and are perceived as 
popular choices of behavior by the people around us. 
Other times the potential choices fall into gray areas in which the 
“right” or “wrong” course of action is difficult to identify. 

7

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When faced with an ethically challenging situation, ask yourself 
the following questions:

Is it legal? (Is it against local, state, or federal laws?)
Is it fair? (Is it harmful to me or to others?)
How do I feel about it? (Is it against the teachings of my 
parents or my religion?)
Would the court of public opinion find my behavior incorrect? 
(Would it disappoint my family?)
Am I fearful of what those I trust would say about my actions? 
(Would I be hurt or upset if someone did this to me?)

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By James D. Halderman

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COMMUNICATIONS
Five methods of communication are used in effective customer 
service: listening, talking, nonverbal communications, reading, 
and writing.
Listening  Active listening is the ability to hear and understand 
what the speaker is saying. 
Listening to customers or other techs shows you care about and 
respect their questions and concerns. It’s not easy to be a good 
listener; practice and dedication improve listening techniques.
Barriers to good listening exist. A listener may be distracted, have 
a closed mind, won’t stop talking, or is lazy and unwilling to be a 
good listener. 
9

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A good listener does the following:
Focuses on the speaker and what is being said.
Looks at the speaker and makes eye contact when possible.
Listens with an open mind.
Rephrases what was said to clarify that the intended message is 
understood.
A good listener knows the joy of sharing and communicating 
with others. Work to become the best listener you can be.

Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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COMMUNICATIONS

(cont.)

Talking  Means speaking, using words and terminology that 
others comprehend. 
Eye contact is important when communicating and conveys 
sincerity and interest. Avoiding eye contact may suggest a lack
of concern or honesty.
When dealing with people from other cultures, customer service 
providers should be aware of cultural differences. In many other 
cultures eye avoidance is a sign of respect.
Be sensitive to others but use eye contact whenever possible.

11

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Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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Never Use Profanity
Regardless of the situation, a true professional never resorts to the use of
profanity. If tensions are high and the discussion becomes heated, try to
defuse the situation by turning the situation over to someone else.

Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

12

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COMMUNICATIONS

(cont.)

Nonverbal Communication  Tone and inflection of the voice, 
facial expressions, posture, and eye contact are all forms of non­
verbal communications.
Nonverbal indicators can contradict a message conveyed through 
another method of communication and includes body posture, 
such as having the arms crossed. 

13

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Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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When a person crosses their arms, or looks at other things rather 
than paying attention to what you are discussing, these actions 
could indicate one of several things including:
They are not interested in what you are saying
They don’t believe what you are saying
They are not listening

14

Continued
Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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If this type of nonverbal communication is noticed, several things 
could be done to overcome this barrier including:
Ask questions, which would require them to pay attention and 
shows that you are interested in what they think.
Give options rather than just asking what they want such, as 
saying “would you prefer to have this work done all at the
same time or spread out over several weeks?”

Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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COMMUNICATIONS

(cont.)

Telephone Communication  Most customers make first contact 
with a shop by telephone. Service techs normally do not talk to 
customers directly, but may be asked to help clarify a repair or a 
procedure.
Suggestions when talking on the telephone include:
Use proper titles for the people with whom you communicate.
If in doubt about whether to use a first name, call the person
by the more formal Mr. or Ms. It is better to be a little too formal 
than overly familiar.
“Thank you” is the most powerful phrase in human relations.
It reassures customers that you are interested in serving.
16

Continued
Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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Avoid technical terms and abbreviations that will not be 
understood by the customer. 
Keep comments positive and focused toward solving the 
problem or concern.
Avoid making people or your shop look unprofessional or 
uncaring. Some service providers find it helpful to list words
to use and to avoid on a card available for easy reference.
Speak clearly and distinctly. Hold the telephone mouthpiece 
about a half­inch from your lips. Speak naturally and 
comfortably. Talk to your caller as you would to a friend.

Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

17

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Always Have a Paper and Pen When on the
Telephone
When talking to a customer, whether in person or on the telephone, have
paper and a pencil or pen to record necessary information. In this case,
the service representative at a Saturn dealer is using a preprinted form to
record service procedures to be performed on a customer’s vehicle.

Figure 4–1 When answering the
telephone, be sure to have paper
and pencil or pen handy to record
the customer information.

Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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Smile While You Talk
If you smile while talking on the telephone, your voice will reflect a positive
and helpful attitude, which customers or vendors will easily recognize over
the telephone.

Figure 4–2 If you smile while
talking on the telephone, your
attitude will be transmitted to

the customer.

Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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COMMUNICATIONS

(cont.)

Writing  Is communicating by using the written word so that others 
can understand the intended message.
Service technicians are required to document the work that was 

performed on a vehicle. For some technicians this is the most 
difficult part of the service. 
Writing or typing in the description of the steps performed during the 
diagnosis and repair of the vehicle should be worded as if the 
technician is talking to the customer.

20

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For example, if a coolant leak was repaired by replacing the 
water pump the technician should write out the following steps 

and operations on the work order:
1.
2.
3.
4.

Visually verified coolant leaking.
Performed a pressure test of the cooling system and located the 
leak as coming from the water pump.
Replaced the water pump and added new coolant and bled the 
system of trapped air.
Pressure tested the cooling system to verify that the leak was 
corrected—no leaks found.

Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

21

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Use Internet Translation
If the customer is non-English speaking, type the information into a text
document and search for a translation on the Internet. Give the copy of the
translated document to the customer. The customer request could also be
translated into English if needed to help the shop understand exactly what
the customer is requesting and needs.

Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

22

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COMMUNICATIONS

(cont.)

Reading  Means the ability to read and comprehend the written word.
All service technicians need to be able to read, understand, and follow 
written instructions and repair procedures.
If some words are not understood, use a dictionary or ask another tech 
for help.
If reading a note from a customer in another language you do not 
understand, ask if someone else in the shop can read it for you.

23

Continued
Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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Google ® Is Your Friend
If unsure as to how something works or if you need more detailed
information about something, go to Google® and search for the topic.
Using the Internet can help with locating hard-to-find facts and can even
be used to help with a service procedure that you have not done before.
For a link to all factory service information, go to the Web site of National
Automotive Service Task Force. Look at the work scheduled for the next
day and try to determine as much about the job as possible so you can be
prepared the next day to tackle the procedure. Using the International
Automotive Technicians Network is also very helpful for technical
information and can help pin down hard-to-find problems.
®
Search Google  : www.google.com 

Visit National Automotive Service Task Force: www.nastf.org
Visit IATN: www.iatn.net
Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

24

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WHAT HAPPENS THE FIRST DAY?
The first day on the job, someone, usually the shop owner or shop 
foreman, should:

Introduce the new technician to key people at the shop.
Show the facility, parking, rules, and regulations of the 
organization.
Establish the new technician’s work area.
Ask questions of the new tech regarding skills and talents.
After each training session, the shop owner or foreman should:
Review the training tasks that were completed in school.
Try to direct work to the new technician that covers the new 
training material.
25

Continued

Automotive Technology: Principles, Diagnosis, and Service, 3rd Edition
By James D. Halderman

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2009Pearson
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