|CATEGORY: Video Products||LESSON 4: Learn how CCI: Complaint, Cause and Impact, are key to every Technician video|
|AUDIENCE: Service 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.
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