Using Technical Assistance for Maximum Results

    One of the responsibilities of the instructors at the GM Training Center is to help out technicians in the field from time to time. In doing so we have an idea of how difficult it can be to diagnose a vehicle over the phone. It is the same thing when using The Technical Assistance Center, they too are trying to diagnose things over the phone and this at times can be frustrating for all parties involved. Let's take a look at what can be done to smooth out the process.

Know When TAC is Needed

  One of the things that frustrates technicians is the long  times on hold waiting for a TAC consultant. A good way to cut down on this time is to make sure that before you pick up the phone to call them you have exhausted all your technical resources at the dealership level. Bulletin # 01-00-89-011g (issued 1/15/08) is a great resource to use when calling TAC as it contains a comprehensive check list, Comeback Prevention Flow Chart and Customer Concern Verification Sheets (CCVS). 

Best Practice Strategy that must be followed for EVERY Customer Service Event; Verify Customer Concern utilizing the Customer Concern Verification Sheets (CCVS) Compare to a like vehicle. If the customer is dissatisfied due to a NORMAL OPERATING CHARACTERISTIC, create a Field Product Report (FPR) and notify the DVM. Check the service history and research VIS. VERIFY THE NUMBER OF REPAIR ATTEMPTS FOR THE SAME ISSUE AND DAYS OUT OF SERVICE. Perform Strategy Based Diagnostics (DTC, SI, Recalls, PIs, Bulletins). For intermittent diagnosis, also refer to Corporate Bulletin Number 06-00-89-026. Strategy Based Diagnostics should be taken BEFORE you contact Technical Assistance For parts delays and order issues, ensure that the Parts Manager has ordered as a CSO and upgraded to a SPAC case as quickly as possible. For parts catalog or service application issues, utilize ParTech to resolve the customer's concern as quickly as possible. (Saturn retailers should contact the Saturn Parts Assistance Center and Saab dealers should contact the Parts HotLine.) For a second repair attempt for the same diagnostic issue, or more than five days out of service, call TAC with the above documentation and completed Technical Assistance Information Form (TAIF). Follow up until the vehicle is repaired, including RESULTS OF PREVIOUS DIAGNOSTIC RECOMMENDATIONS MADE BY TAC. For a third repair attempt for the same diagnostic issue, or more than 14 days out of service, notify the Shop Foreman/Service Manager/DVM. Close requested TAC case via DealerWorld with detailed repair information Complete the TAC quality survey via Dealer World when closing requested TAC cases Update Dealership TAC call log sheets after each call. Verify customer is completely satisfied that the vehicle is repaired

Closing a Case

  Once the fix is done and the customer is happy, make sure to close the case. In doing so, you can help the next technician that calls with a similar problem. Remember, if you take the attitude of "Screw them, I had to find the problem on my own let them find it on their own" you will only be hurting yourself. If others took that attitude the next time someone else calls in a case closing it may benefit YOU! You can access the Electronic Case Closing (ECC) through Dealerworld to close a TAC case. Remember to fill out ALL required fields and give a good detailed summary of the fix. 

  Think of Technical Assistance as another tool at your disposal in the shop. But, like any other tool, it only works well if you know how and when to use it!

Mik Stubing Lead Instructor - GMTCNY