The Independent Automotive Aftermarket Federation (IAAF)’s Training Academy has revealed details of a Customer Service Practitioner course, as parts of its Parts Advisor apprenticeship in partnership with West Nottinghamshire College (WNC).
The Customer Service Practitioner course will provide candidates with the knowledge and understanding of a typical customer’s journey and their expectations, skills on owning customer enquiries, and will enable apprentices to enact a right-first-time approach to everyday transactions within the business.
The course combines classroom-based learning with reflective journals and practical assessments over a 12-month program culminating in an observed professional discussion showcase submission.
Mark Field, chief executive at IAAF, said: “The Parts Advisor apprenticeship has been meticulously put together by the college and IAAF member HGV Direct, with a really rewarding pathway that will equip apprentices with the crucial skills needed to support customers and ultimately contribute to the successful running of an aftermarket business.
“The course pathway features a comprehensive set of skills that are transferable across so many functions in the automotive aftermarket such as conflict resolution, team working, stock systems and parts catalogues, and interpersonal skills, so it’s a great opportunity for apprentices to set themselves up for their careers.”
In-depth Customer Service Practitioner course
The modules that candidates will study during the Customer Service Practitioner course include, professional principles of a parts department, followed by parts identification and knowing a business’s customer base.
Supported learning seminars follow, including on communication, stock control and managing a candidate’s own personal development, plus meeting regulations, legislation, systems and resources, and dealing with parts returns.
The course is backed up with monthly competency checks by the candidate’s participating employer, helping the apprentice and company regularly review progress and professional development.
On completion of the Customer Service Practitioner course, apprentices receive a Level 2 Customer Service Practitioner standard accreditation, plus a CMI Award in Leadership, and WNC Parts Advisor Certificate.
The new IAAF Academy has set about to cover all areas of training for an automotive aftermarket business, helping teams familiarise themselves with new technology and legislation, while also enhancing personal development skills.
The newly formed IAAF Training Academy has seen the Federation partner with School of Thought, plus links with Heart of Worcestershire College, West Nottinghamshire College, and East Coast College as it looks to provide education settings with a better understanding of the entire independent automotive aftermarket.
For more information, including support with employer related questions, set up, and recruitment and enrolment processes for the Customer Services Practioner course at IAAF Academy in partnership with WNC, contact Sarah Slack (sarah.slack@wnc.ac.uk).
