A customer reports a recurring electrical problem with their vehicle after multiple repairs. What should the service consultant do first?

When a customer reports a recurring electrical problem, the service consultant’s first action should be to check the repair history for previous electrical issues. This step is crucial as it allows the consultant to gather pertinent information about previous repairs that might be related to the recurring problem. Understanding what repairs have already been attempted, who performed them, and whether any parts were replaced or modified can provide valuable insight into the nature of the ongoing issue.

By reviewing the repair history, the consultant can identify patterns and determine if the same issues are reoccurring or if new problems have developed. This background knowledge enhances the accuracy of the diagnosis and helps in developing an effective strategy for resolving the issue, potentially avoiding unnecessary work or costs.

Starting the repair process immediately might overlook the root cause and lead to ineffective solutions. Consulting with a different technician may also be premature without assessing what has already been done. Offering a discount might address customer satisfaction but does not contribute to resolving the technical issue at hand. Thus, reviewing the repair history is the most logical and effective first step in addressing the customer’s concern.