Handling customers with SYNC 3 concerns

The objective of this course is to develop the Service Advisor's and Automotive Technician's understanding of how to support customers with SYNC 3 concerns.

CSU Trial

Simulation of dealing with a customer that has a SYNC 3 concern.

Course introduction

Course Introduction

Course Objective

The objective of this course is to develop the Service Advisor's and Automotive Technician's understanding of how to support customers with SYNC 3 concerns.


Relate it to the customer

Whilst completing this course think about the customers with SYNC 3 concern and situations that you have faced in the past.

In your interactions with customers think about what worked, and what didn't.

During this course, think about how the lessons from the different sections could have been useful in addressing a customer's concerns.

Please revisit any section of this course at any time.

SYNC 3 Overview

Infotainment systems

Car radio development

The car radio has changed considerably since it first appeared in cars.

It has changed from something that played the radio, tapes or CDs - to a system that incorporates the customer's phone to make calls, play music and also for navigation

It has evolved from a relatively simple 'stand-alone' system to one which is complex and is integrated with other vehicle systems, as well as customer owned devices.

Importance to the customer

Importance to the customer

Customers are becoming increasingly dependant on their phones, and to be able to use their phones whilst driving.

Customers are more likely to complain about phone connectivity issues than engine noises, brake concerns, or worn tyres

Concerns with infotainment systems in cars can be highly emotive and be highly frustrating for the customer.

SYNC 3

SYNC 3

SYNC 3 is Ford's latest infotainment system.

It incorporates

  • Hands-free calling
  • Hands-free messaging
  • Music from radio & CD
  • Streaming music via Bluetooth or USB
  • Navigation
  • Climate control

SYNC 3 controls

What are customers most likely to complain about

  • Worn tyres
  • Infotainment issues
  • Engine noises

Verification

Fault Verification

It is important to verify the concern

Before being able to fix a customer's SYNC 3 concern the fault needs to be verified.

This will help you to understand what type of fault you are looking for and potentially what system may be faulty

A customer's description can be sometimes be different to what the concern actually is.

During verification it may also be found that the system is operating correctly and that the customer's expectations are different to the system's capabilities.

Be sensitive

Be sensitive to the customer

If the system is operating normally it is important to be sensitive to the customer.

Different people respond to feedback in different ways, so dealing with customers is very individualistic.

When providing feedback, the way that the message is being delivered can make a big difference.

No-one likes to hear that they are doing something wrong!!

Replicate the fault

Replicate the fault

When verifying the concern it is necessary to replicate the fault.

Ensure that:

  • The customer has phone that is being used when the concern is present
  • The conditions are the same, i.e. ambient temperature, engine running or road speed.
  • Have the customer demonstrate the concern.
  • Have the customer confirm that it is the concern, and ask if there are any additional concerns.

When a customer has an issue with SYNC 3 the first step is to...

  • Tell the customer to read the owner guide
  • Have the customer demonstrate the issue so that it can be verified
  • Inform the customer that they don't know how to operate the system
  • Re-book the vehicle for another day

Phone Compatibility

Phone Compatibility

Phone compatibility

There are 100s of different types of mobile phones from many different manufacturers.

There are constantly new phones being launched and also software for existing phones is continuously being updated to provide them with more features

Not all phones are compatible with SYNC 3

It is important to check a customer's phone for compatibility with the SYNC 3 system before commencing repairs.

Check for Compatibility

Check for Phone Compatibility

If a customer has a concern it is important to check the compatibility of their phone with the SYNC system.

The phone may fully support all features of SYNC, or it may only provide partial support.

This is the first step in diagnosing any faults.

To use, scroll down the list to find the customer's phone - the level of compatibility will be shown.

Phone compatibility list

Phone compatibility

Using the Phone Compatibility list find the compatibility with - HTC, U11

  • Call Waiting Answer
  • Audio Streaming
  • SMS or Text Messaging
  • Phone Pairing
  • Handsfree Calling
  • Caller ID
  • Phone Book Download

Using the Phone Compatibility list find the compatibility with - Lenovo, A1000

  • Call Waiting Answer
  • Audio Streaming
  • SMS or Text Messaging
  • Phone Pairing
  • Handsfree Calling
  • Caller ID
  • Phone Book Download

Pairing

Pairing

Pairing a phone to SYNC 3

SYNC 3 uses Bluetooth to make a connection to a compatible phone.

The pairing procedure only needs to occur once for each phone.

If a phone is experiencing difficulties with SYNC 3 it may be necessary to delete the phone from SYNC 3 and pair it again.

Phone pairing demonstration video

What needs to be performed in order to use many SYNC 3 features?

  • The vehicle's WiFi needs to be activated
  • A phone needs to be actively paired to SYNC
  • The battery needs to be charged
  • A SYNC subscription is required

Can more than one phone be stored/paired to SYNC3?

  • Yes
  • No

Trouble shooting

Simulation of dealing with a customer that has a SYNC 3 concern.

Let's play

Now that you've learnt some basics about the SYNC 3 system let's try what you know with a customer.

The following scenario simulates a potential customer.

The aim of the scenario is to follow the correct process to ensure that customer's concern is effectively identified and that the customer is happy with the service that they receive

Simulation of dealing with a customer that has a SYNC 3 concern.

Simulation of dealing with a customer that has a SYNC 3 concern.

Course Overview

Course Overview

Follow the process

Remember to follow the process to identify customer's concerns in the most effective way.


Relate it to the customer

Think what you have learnt during this course and about customers with SYNC 3 concerns that you have faced in the past.


How would you help that customer now?


Continually evaluate how you manage customers and identify how you can improve.


Please revisit any section of this course or the whole course as a refresher at any time.