Simulated workplaceCAQA Torque Automotive is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
AURCAQA TorqueSimulated workplace
Simulated workplace
Department

Service Reception and Customer Care

Is the customer's first and last point of contact for service work: books vehicles in, records customer concerns accurately, prepares quotes and obtains authorisation, keeps customers informed during the day, explains completed work and invoices, and handles feedback and complaints in line with policy.

Customer Care Manager11 staff
Home/Departments/Service Reception and Customer Care
Responsibilities

What the team is accountable for

  • Book and confirm service appointments and loan vehicles
  • Open repair orders with clear customer concern statements
  • Prepare quotes and obtain written authorisation before extra work
  • Explain invoices and warranty coverage to customers
  • Log and resolve customer feedback and complaints
Performance measures

How we know it is working

97%
Bookings honoured on the day
92%
Complaints resolved within 10 days
68
Net promoter score
People

Who works here

JM

Jarrah Mitchell

Customer Care Manager

Leads the service advisors and complaint handling, and has been with Torque for seven years after starting on the booking desk.

Systems

Where the work is recorded

Repair Orders

Tracks every customer and stock vehicle job from booking to invoice with concern, work lines, parts, labour, quotes and quality check.

Customer Feedback and Complaints

Logs compliments, complaints and comebacks with the customer's desired outcome, investigation notes and resolution.

Scenarios

Assessment tasks in this department

Intermediate

Investigate and resolve an invoice complaint

You are a service advisor in Service Reception and Customer Care.

Documents

Documents the scenarios use