Communication and Customer Relationship Management
Communication and customer relationship management turns technical work into a service the customer understands and trusts. The exam tests active listening, explaining technical findings, expectation setting, complaint handling, follow-up and privacy.
Core rules
- Listen without interrupting; confirm the complaint by repeating it back in plain language.
- Explain what was found, what will be done, the cost and the time; avoid jargon or define it.
- State what is confirmed and what is still uncertain; do not promise a diagnosis before inspection.
- Acknowledge complaints, take ownership, record the facts and give a realistic next step.
- Follow up after service; record contact preferences and protect personal data.
Worked example
A customer is angry because a job promised for 3 pm is not ready. The adviser checks the job order, confirms the technician is waiting for a part, apologises for the delay, gives a revised time and offers a follow-up call. Reason: the customer needs a verified status and a new commitment, not an argument.
Traps
Blaming the technician; overpromising to calm the customer; arguing about the complaint; no record of the call; discussing another customer vehicle.