Customer Concern Verification Sheets

   Effective service repairs rely on effective communications. To that end General Motors has created Customer Concern Verification Sheets or CCVS. CCVS are not exactly new, there have been versions of the sheets, of one form or another, they now just have a more directed approach in your overall plan to fix it right the first time. Bulletin #01-00-89-010F has detailed instructions and copies of the sheets to be filled out. Here are just a few bullet points from 01-00-89-010F;

	Reduces "No trouble found"
	Increases customer involvement
	Customer perception of "They really listened and understood"
	Saves time during peak write up periods
	Reduces re-contacting customers to get more information
	Improves night drop box information
	Ensures all the right questions are asked at write up

  Below is a sample of the form to fill out with a customer concern in the area of Automatic Transmissions. Notice how instead of asking the customer to provide a description of the concern, it asks pointed questions designed to get the information from the customer in a more streamlined manner and with better uniformity from all service patrons. The forms are available to be reproduced locally from bulletin #01-00-89-010F or they can be accessed from the Dealerworld website.

  Obviously we wouldn't expect you to use one of these forms for customers that are in for an oil change or tire rotation, but it can be a GREAT resource to transfer information form the customer to the technician when there are other concerns that are more involved. There are several ways you can implement the use of the forms;

	Have your service consultant fill out this form with the customer whenever possible
	Place the form in your night drop box for the customer to fill out along with an instruction sheet to help them understand what to do
	Have a porter or greeter give the form to customers while they wait in line during peak morning rush and ask them to fill it out. It will save time for all concerned and improve the quality of information received from the customer
	Make sure to attach the form to the paperwork that goes to the technician
	Review the form at your service department introduction during the new vehicle delivery process
	Hold an all-service department meeting to get employee buy-in and their ideas on how to make the form effective
	Cover this as part of your new owner orientation clinics

  Using the CCVS can make your life easier and can have the added benefit of improving your CSI, truly a win-win situation. 

Mik Stubing
Lead Instructor-Northeast Region