To achieve the best possible result in servicing a mobile device, it is crucial to obtain a detailed and accurate description of the malfunction from the user. Sometimes, the user may not be able to articulate the problem clearly, and it is up to you as customer support to extract the necessary information to effectively diagnose and fix the issue during the testing and servicing process.
During the conversation with the user, it is advisable to actively engage in dialogue and visually inspect the device to identify potential causes of the problem and resolve them promptly. Addressing straightforward issues quickly not only saves time but also leads to a satisfied user who appreciates your competence and efficiency.
Quality control is a vital component of mobile device servicing. Following established procedures and processes can reduce the likelihood of repeat visits for the same problem. Visual inspection and manual testing are important, as is the use of specialized software to test for faults in basic functions. Such software also provides a before-and-after picture of the device, highlighting any improvements made during the service. There are two types of quality control - incoming and outgoing - the former detects malfunctions reported by users and the latter verifies that the device has been repaired correctly.
Certain manufacturers have a hidden test menu in their service units, along with their software, which enables you to confirm or refute suspected malfunctions. In some cases, the manufacturer mandates the use of this control procedure as an integral part of the service process. Adhering to such procedures will reduce the number of dissatisfied users and the number of returned phones for service, which can have a direct impact on your reputation and revenue.
In addition to testing software, it is recommended that you use devices specified by manufacturers to test not only the devices themselves but also accessories like batteries, USB data cables, adapters, micro SD, and SIM cards. Such testing helps to identify issues that may not have been apparent earlier and can prevent similar problems from reoccurring in the future.
