Use your research to identify real or imagined problems with integrity that cause customers to get upset in the auto service industry. Are these problems stereotypes or do they really exist?

Learning Goal: I’m working on a esl discussion question and need support to help me learn.

OPTION A

“A Technical Problem”

Length: 4 paragraphs

Purpose: to research and communicate about a basic problem that an auto technician could prevent or solve through maintenance or repair.

Audience: non-specialists who are unfamiliar with Motive Power terms, tools, or technologies (ex. a customer).

Due: 18 November, 2022

Research Steps:

Look up a specific car in the Chilton Library Database (free through Mohawk College Library). https://library.mohawkcollege.ca/research-guides-skilled-trades-apprenticeship/automotiveLinks to an external site.

Once you’ve searched a car in the database, review its reference material under the following tabs: “Repair,” “Maintenance,” “Bulletin/Recall.”

(1.) Find a problem:

Use your research to explain a specific technical issue that could affect this specific vehicle: what could happen if it isn’t serviced or maintained in a particular way? OR what is a technical problem with this specific vehicle that an Auto Technician could repair? Use language that a non-expert can understand to explain this problem.

(2.) Ask what’s at stake:

Draw from the research to explain why this problem matters. What could go wrong with the vehicle if that specific problem isn’t prevented / repaired? What are the potential risks and costs to the vehicle and the driver?

(3.) Consider resources and Evaluate options:

What tools and technologies are needed to perform the service? Are there multiple options or solutions? Do they come with different costs to the customer?

(4.) Deliver the solution:

Describe the technical steps involved in performing the service task. Use the Chilton Library Database for information, but use your own language so that a customer has a good chance of understanding.

Report Structure:

• Title page, in-text citations, and references page should be in APA format. https://library.mohawkcollege.ca/apa-guide/rules-formatting-samplesLinks to an external site.
• The report should have 4 paragraphs.
• Each paragraph should be 5-7 sentences long (including a topic sentence, proof/explanation body, and concluding sentence).
• Each paragraph should correspond to the FACED steps as described above (i.e. para.1=F, para.2=A, para.3=C&E, para.4=D)

OPTION B

Customer Communication

Length: 4 paragraphs

Purpose: to research and communicate about integrity of the auto service industry.

Audience: non-specialists (ex. customers) who are skeptical about integrity in the auto industry (ex. customer service, honesty, professional behavior, qualified technicians, and so on).

Due: 18 November, 2022

Research Steps:

Work with a Mohawk Librarian to find 3 sources that relate to integrity in the auto service industry. The sources can be news articles, online videos, or investigative reporting. They must be credible sources (not random bloggers or obnoxious YouTubers).

(1.) Find a problem:

Use your research to identify real or imagined problems with integrity that cause customers to get upset in the auto service industry. Are these problems stereotypes or do they really exist?

(2.) Ask what’s at stake:

Explain why these problems matter. How could a real or imagined problem with integrity negatively affect your business or career? How could strong integrity help your business or career succeed? How do they affect customer experience? Be sure to quote or paraphrase from the research.

(3.) Consider resources and Evaluate options:

What strategies are available for preventing poor customer service or miscommunication? What are some different options for preventing miscommunication or repairing damaged trust?

(4.) Deliver the solution:

Explain a practical communication skill, step-by-step, that will prevent miscommunication or restore a sense of integrity with customers (ex. how to de-escalate someone who is very angry, how to handle a customer complaint professionally, how to explain an estimate or invoice to a customer, and so on).

Report Structure:

• Title page, in-text citations, and references page should be in APA format. https://library.mohawkcollege.ca/apa-guide/rules-formatting-samplesLinks to an external site.
• The report should have 4 paragraphs.
• Each paragraph should be 5-7 sentences long (including a topic sentence, proof/explanation body, and concluding sentence).
• Each paragraph should correspond to the FACED steps as described above (i.e. para.1=F, para.2=A, para.3=C&E, para.4=D)