Conduct diagnostic consultations with customers in automotive environments
Overview
This standard is about carrying out diagnostic consultations with customers to investigate their concerns relating to their vehicle. It includes making recommendations to ensure that the customer's concerns are addressed and explaining the results of diagnostic activities to enable customers to fully understand the problem(s) with their vehicle.
Performance criteria
You must be able to:
P1 respond to customer's concerns in a positive and professional manner
P2 give a positive impression of yourself and your organisation when dealing with customers
P3 obtain sufficient, detailed information using suitably structured questions
P4 carry out a suitable functional test to obtain further detailed information on, or clarification of, customer's concerns, when appropriate
P5 provide customers with accurate, current and relevant advice and information on any further investigation(s) needed
P6 clearly explain the implications of any investigation(s) that may be needed
P7 give technical advice and information accurately, and in a form and manner which the customer will understand
P8 make clear recommendations for the next course of action
P9 liaise with the customer or other relevant person(s) to agree the next course of action
P10 make clear to customers the action that has been taken regarding their vehicle in a manner the customer will understand, when appropriate
P11 ensure your records are complete, accurate, in the format required and signed by the customer, when necessary
P12 suggest possible methods for improving the customer care process to your manager, when necessary
Knowledge and Understanding
You need to know and understand:
Legislative and organisational requirements and procedures
K1 the legislation and workplace procedures relevant to:
K1.1 health and safety
K1.2 the environment (including waste disposal)
K1.3 appropriate personal and vehicle protective equipment
K2 legal requirements relating to the vehicle (including road safety requirements if relevant)
K3 your workplace procedures for
K3.1 recording fault location and correction activities
K3.2 reporting the results of tests
K3.3 the referral of problems
K3.4 reporting delays to the completion of work
K3.5 gaining up to date technical information and repair methods
K4 the importance of working to industry recognised diagnostic procedures and processes and obtaining the correct information for diagnostic activities to proceed
K5 how to formulate and construct your own diagnostic procedures and processes in order for diagnostic activities to proceed
K6 the importance of documenting diagnostic and rectification information
K7 the importance of working to agreed timescales and keeping others informed of progress and delays
K8 the relationship between time, costs and productivity
K9 the importance of promptly reporting anticipated delays to the relevant person(s)
Personal Skills
K10 how to give straightforward presentations on technical matters
K11 how to communicate effectively with and listen to customers
K12 how to present yourself in a positive and professional manner to customers
K13 how to recognise and handle different customer reactions
K14 how to adapt your language when explaining technical matters to customers
K15 how to use effective questioning techniques
K16 how to care for customers and achieve customer satisfaction
K17 your organisation's requirements for personal appearance and conduct when dealing with customers
K18 how successful resolution of customer concerns and problems contributes to customer loyalty and improves relationships
K19 the importance of the customer care process and how to suggest possible methods for improvement
Scope/range
- Customers include:
1.1. operators
1.2. drivers
1.3. Transport Managers
1.4. Service Receptionist
1.5. Diagnostic Technician
1.6. any other appropriate person - Information and advice may be about any of the following:
2.1. mechanical fault finding
2.2. electrical fault finding
2.3. electronic fault finding
2.4. hydraulic and fluid fault finding
2.5. customer handling
2.6. road testing
2.7. time
2.8. tools
2.9. equipment
2.10. materials
2.11. technical information
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
This section contains examples and explanations of some of the terms used but does not form part of the standard.
Alternative fuel
This is defined as any type of fuel that may be used to power an internal combustion engine, examples would include LPG, bio ethanol etc.
Body language
Non-verbal communication in which physical behaviours, as opposed to words, are used to express or convey the information. Such behaviours include facial expressions, body posture, gestures, eye movement, touch and the use of space.
Courses of action
Examples include servicing, repair, replacement and customising vehicle features, no action, explanation of the correct operation of the vehicle and its systems.
Customer reactions
Examples include anger, confusion and frustration.
Diagnostic consultation
Examples include face to face and telephone questioning, road tests (very often these will take place with customers to identify and resolve their concerns). It also includes giving technical advice and product information and clarification of technical issues after diagnostic work has been completed.
Positive impression
Personal presentation and verbal/non-verbal communication and behaviour that encourages the customer to have a favourable attitude to the company and its representatives.
Relevant person(s)
Examples include managers, vehicle manufacturer and original equipment manufacturers.
Suitably structured questions
Questions which follow a logical and systematic approach to diagnosis and problem solving.
Vehicles
Light vehicles, heavy goods and public service vehicles, motorcycles, heavy vehicle trailers and lift trucks, to include SI, CI, Hybrid, Electric or alternative fuel vehicles.