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01-00-89-010J Comeback Prevention Information and Using Customer Concern Verification Sheets (CCVS) - (Nov 12 2012) Driveline Control 4WD Driveline Control - part 3

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Notify the Service Manager of a repeat repair visit.Notify the District Manager Aftersales (DMA) and in Canada the District Manager CustomerCare and Service Process (DM-CCSP).Document all procedures and repairs on the R.O.Completely and accurately fill out the appropriate CCVS.Understand and verify the vehicle condition and the customer concern on the R.O. Roadtest the vehicle with the customer as needed.In GlobalConnect/Investigate Vehicle History (IVH), review the service history ofthe vehicle.In GlobalConnect check for field actions and recalls.Enter the information in the Comeback Log.Dispatch to a qualified technician and review the CCVS and the R.O.Search SI for applicable bulletins and preliminary information (PI).Use Strategy Based Diagnosis and road test the vehicle as needed.If additional diagnostic information is needed, call TAC with the above documentationand a completed Technical Assistance Information Form (TAIF).Update the TAC Call Log Sheet after each call.Follow up with TAC until the vehicle is repaired, including the results of the previousdiagnostic recommendations made by TAC.Perform an inspection and quality control road test as needed prior to delivery ofthe vehicle to the customer.Verify that the customer is completely satisfied with the repair.Deliver the vehicle.Close the TAC case on GlobalConnect with as much detailed repair information as possible.Comeback LogWhen writing the R.O. the service advisor should always ask the customer: "Have youhad repairs on any of these conditions or concerns before, even if the vehicle wastaken to a different dealership-"If the answer is yes, service management must become involved and the R.O. needs tobe flagged as: High Attention.Ensure the necessary information is entered in the Comeback Log.Service management must review the Comeback Log weekly to identify any trends andto develop and implement the necessary corrective action plans.Information for Using Customer Concern Verification Sheets

One of the most challenging aspects of our business is to communicate the concernfrom the customer to the technician. The more clearly the technician understands theconcern and its symptoms, the more likely the problem will be fixed right the first time.

GM Customer Care and Aftersales (CCA) is releasing revised Customer Concern VerificationSheets (CCVS), in this bulletin and also on the GM GlobalConnect website. If you cannotaccess the Service Forms, contact your Partner Security Coordinator (PSC).

The following are a few of the benefits gained from using the CCVS:

Reduces instances of customer concern not duplicated (CCND). For more informationon CCND, refer to the latest version of Corporate Bulletin Number 06-00-89-026.Increased customer involvement.Customer perception that the service personnel really listen and understand.Reduces contacting customers for additional information.Improves night drop box information.Ensures all the correct questions are asked when the repair order (R.O.) is created.

The information below contains ideas and thought starters that may be helpful in usingthe CCVS.

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