Communication and Documentation Flashcards

On a repair order, the "3 Cs" that a technician must document are:

Answer: Concern, Cause, Correction

Every repair line should state the customer concern, the verified cause, and the correction performed.

A customer says the car "makes a noise sometimes." What is the BEST next step for the service advisor before writing the RO?

Answer: Ask open-ended questions about when, where, and how the noise occurs

Detailed conditions such as speed, temperature, and road type help the technician duplicate the concern.

Which Volkswagen tool is used to search Technical Product Information (TPI) and service bulletins before diagnosing a concern?

Answer: ODIS / ElsaPro service information

VW technicians check TPIs through the dealer service information system to find known fixes.

When documenting the cause on a warranty repair order, the technician should:

Answer: Describe the specific failed component and how the failure was verified

Warranty auditors need a specific, verifiable cause to approve the claim.

Why should a technician save the diagnostic session log from ODIS on a warranty repair?

Answer: It provides proof of the fault codes and test results supporting the claim

The diagnostic protocol is evidence that the repair was justified and correctly performed.

A technician finds an additional safety-related issue while working on a different concern. What should they do?

Answer: Document it and notify the service advisor so the customer can authorize it

Additional work must be documented and authorized by the customer through the advisor.

What is the main purpose of recording the vehicle mileage in and out on a repair order?

Answer: To verify warranty coverage and document the road test

Mileage determines warranty eligibility and shows the distance driven during testing.