Mobile Phone Servicing, Maintenance and Customer Care
Mobile Phone Servicing, Maintenance and Customer Care covers the repair visit from intake to handover. The exam tests professional process: protecting data, setting expectations and documenting work.
Intake and consent
Record the model, IMEI, accessories, visible damage and reported fault. Ask for the passcode only when needed, explain what will be accessed and obtain written consent for diagnosis, data-loss risk and estimated cost. Note existing cracks or water damage before work. For warranty devices, check the policy before opening; unauthorised repair may void coverage.
Maintenance and handover
Preventive maintenance includes cleaning lint from ports and speaker grilles with non-metallic tools, checking battery health and charging temperature, updating software with consent, and advising on certified chargers. Back up data before board-level work where possible. After repair, test calls, data, camera, audio, touch, charging and sensors, then clean the device and record parts used. Explain limitations and warranty terms clearly; keep a copy of the job sheet.
Worked example
A customer reports intermittent charging. At intake, the technician notes a worn cable and a loose port, quotes a port replacement, and warns that data should be backed up. After repair, the technician tests with the customer’s cable and a known-good charger, records charging current, and advises replacing the damaged cable. The job sheet notes the pre-existing scratch and the limited warranty on the replaced part.
Traps
Do not promise a repair before diagnosis. Do not access personal photos or messages unnecessarily. Do not return a device without testing the original complaint. “No fault found” still needs documented tests. Never hide accidental damage; disclose it.