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9. Online service-desk simulation
| Role | Job |
|---|---|
| Customer | give only the information the mechanic asks for |
| Service adviser | ask four questions and summarise the symptoms |
| Mechanic | name the first safe check, not a final diagnosis |
| Quality checker | stop leading questions and unsupported promises |
Finish line: Let me confirm: the problem happens when ___. You hear/see ___. First, we will safely check ___.
10. One-screen intake card
| Vehicle / situation | ________________ |
|---|---|
| Main symptom | ________________ |
| When it happens | ________________ |
| Sound / light / smell | ________________ |
| Safety decision | ________________ |
| First check | ________________ |
Immediate check: the card records evidence, not a guessed final repair.