Collision Repair By: Delfina Sanchez

Customer Service Skills

Provide exceptional customer service during estimate/ intake- by immediately greeting customer in a friendly, professional manner, including handing them a business card and by giving each customer your full attention and focusing on their situation, concerns, and repair needs.

Prepare accurate estimate of visible damage utilizing DRP (Direct Repair Provider) -guidelines, critical-thought processes, factory-approved repair methods, Caliber's Parts Guidelines, Caliber's Refinish Guidelines and common sense. Explain to customer necessary repairs, insurance procedures, and offer additional information so they feel comfortable repairing with Caliber. Close the deal by "Capturing the Keys", ensuring pre-ordered parts are ordered and/or scheduling vehicle drop off date.

Customer Service Skills (Con.)

Provide visual workflow identification by mapping all vehicles' loss damage and UPD and marking the windshield to provide Repair Planner or experienced Service Advisor a blue print of all damages. Verbally communicate all customer and repair concerns to the Repair Planner. Take all DRP (Direct Repair Provider) and Caliber required photos.