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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 4

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The service advisor should complete the CCVS whenever the following occurs:On the first service visit, if the condition or concern is complicated, difficultor intermittent.On any subsequent visits for the same condition or concern.Make sure to attach the CCVS to the paperwork that goes to the technician.Service management should review a copy of all CCVS and the accompanying R.O. on allservice department comebacks.Hold a complete service department personnel meeting to get employee buy-in and theirideas on how to make the CCVS effective.Provide a copy of the CCVS, along with the customer copy of the R.O. to all departingservice customers.Best Practices Service Strategy

The Best Practices Service Strategy is a brief outline of the most important elementsto incorporate into the service department comeback prevention strategy.

Customer Concern Verification Sheets

The service advisor should complete the CCVS whenever the following occurs:

On the first service visit, if the condition or concern is complicated, difficultor intermittent.On any subsequent visits for the same condition or concern.

Customer Dissatisfaction Due to a Normal Operating Characteristic

Compare the customer vehicle to a similar vehicle. If the customer is dissatisfiedwith the normal operating characteristic of the vehicle perform the following:

U.S. dealers should create a Field Product Report (FPR). Refer to the latest versionof Corporate Bulletin Number 02-00-89-002: Information for Dealers on How to Submita Field Product Report (FPR) (U.S. Dealers Only).Canadian dealers should create a Product Information Report (PIR). Refer to the latestversion of Corporate Bulletin Number 10-00-89-006: Information for Dealers on Howto Submit a Product Information Report (PIR) (Canada Only).

Comeback Prevention Flowchart

Always refer to the comeback prevention flowchart for the proper detailed servicestrategy before performing any repairs.

Comeback Log

If the vehicle is being serviced for the same customer concern, enter the informationin the comeback log.

Use GlobalConnect/IVH to verify the number of repair attempts for a similar complaintand the number of days the vehicle was out of service. Notify the service managerof a second repair attempt.Notify the service manager of a third repair attempt and the District Manager Aftersales(DMA) and in Canada: The District Manager Customer Care and Service Process (DM-CCSP).The service department management must review the comeback log weekly to identifyany trends and to develop and implement the necessary corrective action plans.

Strategy Based Diagnosis

The goal of Strategy Based Diagnosis is to provide guidance when you create a planof action for each specific diagnostic situation. By following a similar plan foreach diagnostic situation, you will achieve maximum efficiency when diagnosing andrepairing vehicles.

Technical Assistance Center

General Motors Technical Assistance Center (TAC) no longer has model year limits onservice support. ALL GM vehicle model years are now service supported.

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