Service Writer Certificate

Certificate Completers will be able to

. Apply current legal regulations governing the vehicle repair industry.
. Apply applicable computer skills.
. Apply professional written and oral communication skills.
. Apply retail and customer service management skills.
. Apply automotive technology and terminology.

Note

Enrollment in some courses requires an Academic Skills Assessment (Accuplacer) with appropriate benchmark scores. See course descriptions for detail; equivalent assessment scores are acceptable. To learn more about these assessments and benchmark scores, please contact a counselor at (920) 498-5444 or (888) 385-6982.

Completers will be able to apply credits toward the following programs:

. 106023, Automotive Technology

Curriculum

Catalog No. Description Credits

Course Descriptions

10-602-107 Auto Service Fundamentals...safety and the use of basic hand/power tools in accordance with industry standards. Introduced to the automotive service industry and learn to use both comprehensive and manufacturer's service information to perform basic under-hood and under-car services.

10-104-191 Customer Service...develop professional telephone etiquette, explore customer service work environments, identify and analyze customer service failures, resolve problems cost effectively, set complaint policies, and develop communication techniques to handle complaining customers.

10-106-145 Keyboarding...keyboarding at a personal productivity level, correct posture, touch typing on the alpha-numeric keyboard using an interactive software package running on a microcomputer. No experience required.

10-801-196 Oral/Interpersonal Comm...the communication process, perception and self-concept, language, listening, nonverbal communication, interpersonal relationships, communication in groups and public communication; prepare and deliver an oral presentation. (Prerequisite: Accuplacer- Reading =55 OR ACT- Reading =15 OR 77-858-759, BE Reading Prep IIB with "C" or better OR equivalent)

10-809-199 Psychology Of Human Relations...decision making, motivation, conflict resolution, learning strategies, growth and adjustment, diversity, psychological theories, relationships, psychological disorders, stress, career analysis, social psychology, and lifespan development. (Prerequisite: Accuplacer-Sentence Skills =60 AND Accuplacer-Reading =55 OR ACT-English =16 AND ACT Reading =15 OR 77-851-759 BE Communication Prep IIB OR 77-858-759 BE Reading Prep IIB w/ a "C" or better)

10-104-101 Selling Principles...selling as a career; success factors in selling; personality development; product knowledge; and the sales process involving preparation, approach, presentation-demonstration, handling objections, and closing the sale successfully.

For more information, please contact: The Trades & Engineering Technologies Department, (920) 495-5461, or contact Enrollment Services at 888-385-NWTC.