Collision Administrative Process
This cornerstone course provides an overview of the entire repair process for customer service managers, office managers, estimators, production managers, parts managers, and general managers. This course offers numerous industry "Best Practices" on how to manage a repair order file and the entire claims handling process. Attendees will receive a CD containing all the forms and spreadsheets discussed in the course. Implementation can be assisted by the BDM and their follow-up visits using the summary and detailed accountability lists for each process.
This course will provide best practices for:
- Greeting and gathering quality customer information
- Scheduling incoming jobs
- Pre-ordering parts
- Checking in customer vehicles
- Dispatching vehicles
- Responding to requests for supplements
- Communicating with Customers regarding the status of their vehicle
- Documenting all relative contacts
- Controlling parts receipt and returns
- Pre-closing repair order files
- Collecting all monies due
- Implementing a daily operating controls process and keeping score
Participants will be asked to bring a closed repair order file to class. They will be provided with a specific file management process and the forms necessary for implementation.
Approval Date: 07/04
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AKZO Nobel
32 credits; 16-hour course
Specialty: 
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