Know/Understand the Concern

Know/Understand the Concern
In order to diagnose a concern correctly, you must first understand the customer complaint or condition. Customer contact may be required in order for the technician to begin to verify the concern. You must also understand the conditions when the concern occurs, for example:
- Hot or cold vehicle temperature.
- Hot or cold ambient temperature.
- Vehicle driving conditions.
After understanding when and how the concern occurs, proceed to verify the condition.