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 a rising 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.