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In this tutorial, Mike Cayley from the Automotive Training Institute introduces the "three Cs" for effective work order management. The first C is the "concern," which refers to the specific issues the customer has with their vehicle, such as squeaking brakes or a burnt-out headlight; it's essential to separate each concern clearly. The second C is the "cause," where technicians inspect the vehicle to determine the root cause of the customer’s concerns. Finally, the third C is the "correction," which outlines the necessary actions to resolve the issues. Together, these elements help create a clear, organized narrative of the customer's service experience.
