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Course · AL
Damage Analysis, Estimating, and Customer Service
Career and Technical Education, Alabama State Department of Education (ALSDE)
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Damage Analysis, Estimating, and Customer Service presents service knowledge and skills for analyzing collision damage to vehicles, estimating repair costs, determining repair sequences and procedures, and providing effective customer service to vehicle owners and insurance clients.
Position the vehicle for inspection under proper lighting and take photos to identify the vehicle and document damageIdentify and analyze damaged components to determine appropriate methods for overall repairsGather details of the incident or accident necessary to determine the direction, point(s) of impactIdentify and record pre-existing damage and prior repairsIdentify structural damage visually and by using measuring tools and equipmentPerform visual inspection of non-structural components to determine parts, components, material type(s)Identify physical damage to suspension, electrical, and mechanical components, safety systems, and interior componentsIdentify add-on accessories, modifications, and one-time use componentsDetermine and record customer and vehicle information, including VIN, make, model, mileage, trim level, and paint codeIdentify and inspect safety systems; determine precautions and replacement items as required per OEMDetermine and apply appropriate estimating sequence, terminology, and procedure pagesApply footnotes, headnotes, and line notes to estimates as neededIdentify operations requiring labor value judgmentSelect appropriate labor code for each operation (structural, non-structural, mechanical, and refinish)Select and price OEM parts, optional OEM parts, aftermarket parts, recycled and used parts, and remanufactured, rebuiltDetermine necessary sublet operations, overlap, included, non-included, material, and changesCompare computer-generated and manually-written estimates using different information provider systemsSpecify procedures to restore corrosion protection, establish labor values, and calculate material chargesCompare the approximate retail and repair value and the actual cost of repairReview damage reports and analyze damage to determine appropriate repair methods. 2023 Revised Alabama Course of Study:Identify type of vehicle construction (unibody, body-on-frame) and impact energy absorbing componentsDetermine repairability or replacement procedures for different types of substrates and glass componentsIdentify add-on accessoriesListen to, collect information about, and identify customer’s and client's concerns, needs and expectationsResolve issues with dissatisfied customers and clientsIdentify the client's and customer's preferred communication methodsExplain basic claims handling procedures to customer and client and provide and review terms and conditions of warrantyEstimate and communicate the expected duration of out-of-service timeInterpret and explain estimates to customer and client. 2023 Revised Alabama Course of Study: Transportation