In this article, you'll learn the most important details to consider when accepting devices from customers for repair. This information helps prevent various misunderstandings from both customers and service center staff.
Equipment Acceptance Process
Typically, this procedure is handled by a manager, commonly referred to as an intake specialist. The intake specialist's task is to correctly gather all necessary information from the customer. All collected information will be displayed on the service receipt that the customer receives. The second copy, or the tear-off portion, remains with the service center.
What Information to Collect from Customers
For accurate understanding, it's worth structuring the collected information into three parts:
We specifically highlighted the words about the reported issue in customer's own words. We recommend recording the customer's reason for contacting exactly as they state it, word for word. This preserves the exact chronology of events if a conflict situation arises and the customer claims they reported a completely different problem. The customer signs off on their own words.
Modern service centers are moving away from maintaining paper receipt databases and choosing cloud services for document management. Using HelloClient as an example, we'll show how to accept devices for repair and reduce order processing time.
The output is a receipt like this:
As a result, on the service receipt we see the following information:
In the example, we also see a dotted tear-off line. The bottom portion duplicates the information from the main part but in a more concise format. The bottom portion remains at the service center and is stored with the device for quick identification. The main portion with service terms is given to the customer.
Service Terms and Conditions in Receipts
Service terms and conditions are the points in the receipt that the customer must agree to by providing their signature. It's important that the manager, after processing, helps the customer review the receipt and points out such aspects as: device, serial number, reported issue from the customer, and service terms. The customer agrees that the receipt is correctly completed, signs it, and awaits further communication from the service center.
The customer relationship management system from HelloClient will eliminate inconvenient manual document management, reduce order processing time, and automate all service center processes.
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