It is very important for a technician to identify the fault correctly. Wrong identification of fault will lead to wrong solution which will be waste of time and money and can also cause damage to the appliance.
When visiting a customer for a repair/servicing request, it is important to know the details of the problem and accordingly suggest a corrective measure. The customer should be satisfied with the suggested solution. The following figure highlights the to-do list to be followed at a customer's premises:
At customer's
Premises
When visiting a customer for a repair/servicing request, it is important to know the details of the problem and accordingly suggest a corrective measure. The customer should be satisfied with the suggested solution. The following figure highlights the to-do list to be followed at a customer's premises:
At customer's
Premises
- Enquire about the symptoms and history of problem
- Ask about the year of purchase, service and warranty
- Identify the problem based on customer's information and examination
- Communicate the problem identified to the customer and inform about possible reasons
- Inform the customer regarding the costs involved and hand over the invoice after task is completed
- Ensure service is provided to achieve 100% customer satisfaction
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