Sales and Service
This comprehensive training program prepares collision center service professionals to deliver world-class customer experiences at every touchpoint — from the first phone call to final vehicle delivery. Participants will develop the communication skills, technical knowledge, and operational expertise needed to serve as true customer advocates and represent their facility with excellence.
Who This Course Is For
Service advisors, front desk staff, and customer-facing team members at collision and auto body repair centers.
What You Will Learn
Professionalism & First Impressions — How to present yourself, your appearance, and your workspace in a way that immediately builds customer confidence. Every interaction — in person, by phone, or by email — is an opportunity to win or lose a customer's trust.
Communication & Active Listening — Master best practices across all channels. Learn to read customers, listen without interrupting, use clear non-technical language, and follow through on every commitment made.
Insurance, Claims & Documentation — Guide customers through the claims process with confidence. Understand key insurance terminology, DRP relationships, deductibles, subrogation, rental coordination, and how to document damage and prior conditions accurately and professionally.
Repair Knowledge — Develop a working understanding of the repair process, including estimates, parts types (OEM, aftermarket, LKQ), supplements, structural vs. cosmetic repairs, ADAS systems, PDR, paint blending, betterment, and the repair vs. replace decision — so you can explain anything a customer asks.
Vehicle Check-In & Delivery — Execute a thorough check-in process and a flawless delivery. Know how to walk a vehicle, mark damage correctly, prepare documentation, review completed repairs with customers, explain warranties, and request positive reviews at the right moment.
Quality & Performance Standards — Understand quality control procedures, secret shopper evaluations, and what it means to perform at a world-class level every day.
Learning Outcomes
Upon completion, participants will receive a Certificate of Completion for Collision Center Receptionist Training and will be equipped to manage the full customer journey — from first contact to five-star review — with professionalism, accuracy, and genuine care.
Our Standard
We aren't here to be good — or just do the job. We are here to be world class.
APPROXIMATELY 2 HOURS
This comprehensive training program prepares collision center service professionals to deliver world-class customer experiences at every touchpoint — from the first phone call to final vehicle delivery. Participants will develop the communication skills, technical knowledge, and operational expertise needed to serve as true customer advocates and represent their facility with excellence.
Who This Course Is For
Service advisors, front desk staff, and customer-facing team members at collision and auto body repair centers.
What You Will Learn
Professionalism & First Impressions — How to present yourself, your appearance, and your workspace in a way that immediately builds customer confidence. Every interaction — in person, by phone, or by email — is an opportunity to win or lose a customer's trust.
Communication & Active Listening — Master best practices across all channels. Learn to read customers, listen without interrupting, use clear non-technical language, and follow through on every commitment made.
Insurance, Claims & Documentation — Guide customers through the claims process with confidence. Understand key insurance terminology, DRP relationships, deductibles, subrogation, rental coordination, and how to document damage and prior conditions accurately and professionally.
Repair Knowledge — Develop a working understanding of the repair process, including estimates, parts types (OEM, aftermarket, LKQ), supplements, structural vs. cosmetic repairs, ADAS systems, PDR, paint blending, betterment, and the repair vs. replace decision — so you can explain anything a customer asks.
Vehicle Check-In & Delivery — Execute a thorough check-in process and a flawless delivery. Know how to walk a vehicle, mark damage correctly, prepare documentation, review completed repairs with customers, explain warranties, and request positive reviews at the right moment.
Quality & Performance Standards — Understand quality control procedures, secret shopper evaluations, and what it means to perform at a world-class level every day.
Learning Outcomes
Upon completion, participants will receive a Certificate of Completion for Collision Center Receptionist Training and will be equipped to manage the full customer journey — from first contact to five-star review — with professionalism, accuracy, and genuine care.
Our Standard
We aren't here to be good — or just do the job. We are here to be world class.
APPROXIMATELY 2 HOURS