glove box MITSUBISHI MONTERO 1998 User Guide

* SYMPTOM CHECK LIST *
1998 Mitsubishi Montero
SYMPTOM CHECK LIST WORKSHEETS
* PLEASE READ THIS FIRST *
NOTE: This article is intended for general information purposes
only. It does not apply specifically to one make or model.
PURPOSE
Why Use the Symptom Check List Worksheets?
One of the most difficult and critical lines of communication
is between the service customer and the technician. The clearer the
technician understands the customer's concerns, the more likely the
problem will be "fixed right the first time".
The Symptom Check List Worksheets in this article are
designed to improve this communication. When used consistently, they
can be helpful in reducing shop comebacks, increasing technician
productivity, and producing satisfied customers. They also provide
other benefits:
* Reduce "No Trouble Found" problems
* Increase customer involvement
* Customer perceive that "they really care and listen"
* Save time during peak write-up periods
* Reduce recontacting customers for additional information
* Improve night drop information
* Insure all the right questions are asked at write-up
Making the Worksheets a Part of Your Normal Routine
The following information contains ideas that may be helpful
in forming habits that promote daily use of the Symptom Check Lists:
* HAVE THE SERVICE ADVISER FILL OUT THE FORM(S) WITH THE
CUSTOMER WHENEVER POSSIBLE.
* Place them in your night drop for the customer to fill out,
along with an instruction sheet to help them understand what
to do.
* Hand out the worksheets to customers while they wait in line
during the peak morning rush and ask them to fill it out. It
will save time for all concerned and improve the quality of
information received from the customer.
* Make sure it is attached to the hard copy when it goes to the
technician.
* Place a copy with the final repair papers and review it with
the customer at delivery.
* Put a new worksheet in the glovebox of all departing
customers.
* Require that you personally see a copy of all worksheets
filled out for shop comebacks.
* Hold a shop meeting to get employee buy-in and their ideas on
how to make it effective in your shop.
There are many other ways to utilize the concept, but as with
every other idea, successful implementation depends on employee
involvement and buy-in.
SYMPTOM CHECK LIST WORKSHEETS