Carquest Technical Institute Expands Training Courses Available To Commercial Shops, Technicians

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Carquest Technical Institute Expands Training Courses Available To Commercial Shops, Technicians

New HVAC, ABS, GDI and hybrid courses provide latest industry insights.

Counterman Staff
By Counterman Staff
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ROANOKE, Va. — Carquest Technical Institute (CTI), the Commercial training division of Advance Professional and Advance Auto Parts, Inc. (NYSE: AAP), a leading automotive aftermarket parts provider in North America, recently introduced four new technical courses available to technicians and shop owners in CTI’s 250 North American training regions. CTI’s training strengthens the skills needed to both operate a business and properly diagnose and repair today’s complex vehicles, so shops can stay ahead of the competitive repair marketplace, Advance says.

New courses for 2016 include:

·         Automotive HVAC Systems: Essential Diagnosis

·         Antilock Brake and Stability Control: Operations and Diagnosis

·         Gasoline Direct Injection: Analytic Test Drive

·         Advanced Technology Vehicles: Diagnosing Hybrid Battery Pack Systems

“CTI provides world-class training for shops – both in-person and online – to prepare shop owners and technicians to be ready to best serve their customers,” said Al Wheeler, senior vice president, commercial sales. “In an industry that is rapidly changing and adopting new technologies, it is our mission through CTI to provide the resources that strengthen a shop’s ability to manage their business, as well as service, diagnose and repair today’s increasingly complex vehicles productively and profitably.”

CTI offers instructor-led courses in 250 training regions across the United States and Canada, and shops receive six courses per year delivered in their region’s classroom. Stand-alone and seasonal training events are also available, and are often custom developed for strategic partners. Online training from CTI is interactive, allowing instructors to track participants’ progress and program simulation problems that correspond to service needed on an actual vehicle.

Details for new CTI courses for 2016 are as follows:

Automotive HVAC Systems: Essential Diagnostics (4 Hours)

A foundational HVAC diagnostics class around common HVAC failures with emphasis in evaluation of overall performance and efficient choice of diagnostic methods. Technicians will have the information necessary to diagnose the refrigerant loop and electrical components of traditional automotive HVAC systems.

Antilock Brake and Stability Control: Operation and Diagnosis (8 hours)

Presents operation and diagnosis of integrated Antilock Brake System (ABS) and stability systems technology in today’s vehicles. Diagnostic procedures include the use of scan tool data, digital volt ohm meter testing and oscilloscope techniques. Technicians attending will have an appreciation of how ABS and stability systems interact and how outside influences effect overall operation.

Gasoline Direct Injection: Analytic Test Drive (4 Hours)

Examines several examples of captured scan data from GDI vehicles and teaches proper analytic test-drive techniques. Technicians attending are able to use specific scan tool data coupled with a systematic test drive to quickly determine diagnostic direction and strategy.

Advanced Technology Vehicles: Diagnosing Hybrid Battery Pack Systems (8 Hours)

Focused on the operation, diagnosis and repair of hybrid battery pack systems in conventional hybrids and provides technicians with the information necessary to safely diagnose and service high voltage battery packs. 

CTI currently offers more than 100 active courses. CTI maintains a 9,000-square foot research and development center in Raleigh, NC, which doubles as an active training site for destination events, regional meetings and more. Training is tested and developed by CTI’s experienced team within the state-of-the-art research and development center. For more information on courses available from Carquest Technical Institute, visit CTIonline.com.

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Auto Industry

Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
Published:

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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