Tech Videos, Pt. 4: What is CCI?


FastTrack_2.0_Logo__1_.png  Training

CATEGORY: Video Products LESSON 4Learn how CCI: Complaint, Cause and Impact, are key to every Technician video
AUDIENCEService Advisor, Technicians CERTIFICATION: Technician Videos


ADDITIONAL RESOURCE: Technician Video Handbook (PDF)



Three words are at the heart of every Technician Video. A guideline, ensuring that you're providing the customer with everything they need to know to make the right decision.

COMPLAINT: Discuss the specific issue your customer is facing: the symptoms that motivated them to bring in their car. Let them know that you understand the issue.

CAUSE: Explain what the symptoms indicate and why they exist.

IMPACT: Explain the consequences if the client doesn't fix the issue.

Links to Course Content 


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