Title: Document concern and/or request with customer.
Course: Automotive Fixed Operations (20906) > Section: Developing Customer Relations Skills in the Automotive, Diesel, and Collision Industries

Documentation should include

- customer’s concern (i.e., Why are you here?)
- follow-up questions (e.g., When does the noise occur?).

Process/Skill Questions:

- What does customer states mean?
- Why is it important to ask follow-up questions regarding the customer’s concern?