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:
zWhen was it first noticed?
z Did it appear suddenly or gradually? Klj . 4 ba
702003 Mustang Workshop Manual
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