Vehicle Service and Repair Request Processing Training

Learning Outcomes

• Apply customer service principles to receive and document vehicle service or repair requests accurately.
• Analyze customer requirements and vehicle condition to determine appropriate service or repair actions.
• Evaluate job card information to ensure completeness and compliance with organisational procedures.
• Demonstrate effective communication with customers and technical staff to coordinate service workflow.
• Implement quality control checks to verify that completed work meets customer expectations and standards.

Target Audience

Service advisors, workshop controllers, and front-line staff responsible for receiving and processing vehicle service or repair requests in automotive service centres.

Prerequisites

None — open enrollment.

Course Outline

Practicals

Overview

Practical sessions allow learners to apply theoretical knowledge in simulated or real workshop environments. They practice receiving requests, using diagnostic tools, managing workflow, and performing quality checks under supervision.

Practical Activities

• Receiving and Recording Requests — Learners role-play as service advisors, taking customer requests, recording vehicle details, and completing job cards. (4h)
• Diagnostic and Repair Planning — Using diagnostic simulators, learners identify faults, interpret codes, and create repair plans including parts and labour estimates. (4h)
• Workflow Management and Customer Updates — Learners manage a simulated workflow, assigning tasks to technicians, tracking progress, and communicating updates to customers. (4h)
• Quality Check and Handover — Learners perform final inspections, complete documentation, and conduct a mock handover to a customer explaining completed work. (4h)

Summatives

Each delegate is assessed continuously throughout the course via daily exercises, scored practical assignments, and a final summative test at the end.

Practical Assignments — 30%

Practical assignments are observed and scored against a rubric during the practical sessions. Each delegate's practical mark is averaged into a single 100% score and contributes 30% to the final total.

Daily Exercises — 20%

Every training day ends with a multiple-choice exercise scored out of 100%. The scores from each daily exercise are averaged across the duration of the course to produce a Daily Average mark, which contributes 20% to the final total.

Final Test — 50%

On the last day a final summative test is written. It is a multiple-choice paper with multiple-answer questions: each question may have more than one correct option, and a single wrong selection on a question marks the entire question wrong — no partial credit. The final test is scored out of 100% and contributes 50% to the overall mark.

Final Total

Component	Out of	Weight
Practical Assignments (rubric-scored)	100%	30%
Daily Average (multiple choice)	100%	20%
Final Test (multi-answer multiple choice)	100%	50%
Final Total	—	100%

All marks are recorded on the AATICD LMS and visible to each learner under their account.

Certificate

How it works

• Certificates are auto-generated on the AATICD LMS as soon as the marks pass the 50% threshold.
• Each certificate is a branded PDF with the delegate's name, the course title, the unit standard ID, NQF level, credits, and the date of issue.
• You can download or print your certificate from your LMS dashboard at any time after issue — there's no reissue fee and no expiry date.
• If you scored under 50% you can sit the final test again at the next scheduled session at no extra cost.

Where to find it

Sign in to the LMS, open your dashboard, and your certificates appear under My Certificates. Each entry has a View / Download button and a print option.

Training Discounts

Group discounts apply automatically — the more delegates you enrol, the greater the saving. Discounts are calculated at 3% per 5 delegates, scaling up to 40% off for 100+ delegates.

Delegates	Discount
5	3% off
10	6% off
15	9% off
20	12% off
25	15% off
30	18% off
50	30% off
75	35% off
100	40% off

3% discount per 5 delegates, up to 40% off for 100+ delegates. Contact us for a custom group quote.