In order to achieve the best possible result of servicing a mobile device, it is crucial that the user gives you a detailed and precise description of the malfunction. Often, the user can not explain how the malfunction is manifested as a failure. You are here as customer support to extract the right information in order to solve the problem in the further process of testing and servicing.
During the conversation with the user, it is advisable to actively participate in the conversation together as well as in the visual inspection of the device in order to draw attention to the potential cause of the failure and to solve it in time. If you conclude that the malfunctioning can be resolved you will receive the precious time that you can spend on tackling more complicated failures but also you will get a satisfied user who will be thrilled with your competence and speed.
Quality control is extremely important for the service of mobile devices. By following procedures and all steps in the service process, you reduce the risk of re-returning the device to a service. The visual inspection of the device and manual testing is also important as is the testing with the help of specialized software that can be used determine some malfunction of the basic functions. You will have a direct insight into the malfunction but also the difference before and after service interventions. There are two types of quality control: incoming and outgoing quality control. Firstly, it is important to determine the malfunctioning the user is complaining about and the other serves for checking after a service intervention to verify that the device has been repaired successfully or returns to the service process. In addition to the specialized software, use the test mode that is hidden in the service unit you are servicing to also refuse or confirm the suspicion of a malfunction. Certain manufacturers have a hidden test menu along with their software for this exact purpose.
In certain manufacturers, control is mandatory and an integral part of the service procedure, and the technician is not left willing to test the phone, but is obligated to comply with it, thus reducing the number of dissatisfied users and the number of returned phones for service that can be directly reflected on material gain and reputation of you and your service.
In addition to testing software, we recommend all types of devices known by manufacturers to test both the devices themselves and accessories (batteries, USB data cables, adapters, micro SD and SIM cards ...).