What is the first step a service consultant should take before providing a customer with an estimate based on a technician's diagnosis?

The initial step a service consultant should take before offering a customer an estimate based on a technician's diagnosis is to check the availability of the repair parts. This is crucial because it sets the stage for the entire repair process. Knowing whether the necessary parts are in stock allows the consultant to provide a more accurate and realistic timeline and cost estimate for the repair. If parts are not available, this could lead to delays that could affect customer satisfaction.

By verifying parts availability upfront, the consultant can effectively manage customer expectations regarding both the timing and the costs of the service. This proactive step ensures that the estimate given reflects not only the diagnosis but also the practicalities related to the completion of the repairs. This step builds trust with the customer, as they receive information that is comprehensive and informed.

Discussing the diagnosis with the technician, providing a rough estimate, or scheduling a follow-up appointment may follow but do not precede the essential task of confirming parts availability. Each of those actions plays an important role in the overall customer service process but assumes that the necessary parts are ready to be used in the repair.