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Conduct diagnostic consultations within a heavy goods or public service vehicle environment

URN: IMIHGPSV18
Business Sectors (Suites): Maintenance and Repair - Heavy Goods and Public Service Vehicles
Developed by: IMI
Approved on: 30 Mar 2021

Overview

This standard is about carrying out a diagnostic consultation with customers to investigate their concerns relating to their heavy goods or public service vehicle. It also includes making recommendations to ensure that the customer's concerns are addressed and explaining the results of diagnostic activities so that customers fully understand what the problem with their vehicle is.

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 road test, when appropriate, to obtain further detailed information on, or clarification of, customer's concerns
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, clearly and in a form and manner which the customer will understand
P8 make clear and relevant recommendations for the next course of action
P9 liaise with the customer and or other relevant person(s) to agree the next course of action
P10 clearly explain to customers, when appropriate, the action that has been taken regarding their vehicle
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

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 protection
K2 legal requirements relating to the vehicle (including road safety requirements)
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

Personal Skills
K9 how to communicate clearly on technical matters
K10 how to communicate effectively with and listen to customers
K11 how to present yourself in a positive and professional manner to customers
K12 how to recognise and handle different customer reactions
K13 how to adapt your language when explaining technical matters to customers
K14 how to use effective questioning techniques
K15 how to care for customers and achieve customer satisfaction
K16 your organisation's requirements for personal appearance and conduct when dealing with customers
K17 how successful resolution of customer concerns and problems contributes to customer loyalty and improves relationships

Scope/range

1. Customers are:

1.1. operators
1.2. drivers
1.3. Transport Managers
1.4. Service Receptionist
1.5. Diagnostic Technician
1.6. any other appropriate person

2. 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. pneumatic fault finding
2.6. customer handling
2.7. road testing
2.8. time
2.9. tools
2.10. equipment
2.11. materials
2.12. 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.

*
Heavy goods and public service vehicles*
These are medium and large goods vehicles, buses and coaches of 3500kgs gross vehicle mass (GVM) and above.


Links To Other NOS

External Links

Version Number

3

Indicative Review Date

31 Mar 2024

Validity

Current

Status

Original

Originating Organisation

IMI

Original URN

MRHV18

Relevant Occupations

Engineering, Heavy Vehicle Diagnostic Technician (Automotive), Heavy Vehicle Fleet/Service Manager (Automotive), Heavy Vehicle Master Technician (Automotive), Vehicle Trades, Bus and Coach Master Technician

SOC Code

5231

Keywords

Diagnostic; consultations; heavy goods vehicle; public service vehicle; customers; faults; complaints; bus; coach;