When writing up a comeback or warranty ticket, which approach is correct?

When writing up a comeback or warranty ticket, the approach that combines both reviewing previous repair orders and asking the customer to restate symptoms is essential for several reasons.

First, reviewing prior repair orders allows the service consultant to understand what work has already been performed on the vehicle. This can provide insights into potential oversights or issues that may have recurred. Knowledge of the history can help pinpoint what might need further examination or adjustment, ensuring that the technician has the context necessary to diagnose the problem effectively.

Second, asking the customer to restate their symptoms is crucial for gathering firsthand information about their experience since the last repair. Customers may notice additional issues or have different ways of describing a problem, all of which can guide the service advisor in addressing the situation accurately. Engaging the customer in this way also helps to establish a good rapport and shows that their input is valued in resolving the issue.

By integrating both methods, service consultants can ensure thorough documentation and improve the chances of accurately diagnosing and correcting the problem the customer is experiencing. This comprehensive approach ultimately leads to higher customer satisfaction and better service outcomes.