1: Customer Interview

The diagnostic process starts with the customer interview. The service advisor must obtain as much information as possible about the symptom and take a test drive with the customer. There are many ways a customer will describe NVH symptoms and this will help minimize confusion arising from descriptive language differences. It is important that the symptom is correctly interpreted and the customer descriptions are recorded. During the interview, complete the write-up job aid and ask the following questions:

• When was it first noticed?
• Did it appear suddenly or gradually?
• Did any abnormal occurrence coincide with or precede its appearance?

Use the information gained from the customer to accurately begin the diagnostic process.