Ford 2003 Mustang Workshop Manual page 51

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Customer Interview

The diagnostic process starts with the customer interview. The service advisor must obtain as much

information as possible about the problem and take a test drive with the customer. There are many

ways a customer will describe NVH concerns and this will help minimize confusion arising from

descriptive language differences. It is important that the concern is correctly interpreted and the

customer descriptions are recorded. During the interview, ask the following questions:

When was it first noticed?

Did it appear suddenly or gradually?

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