1: Customer Interview

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

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

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