Customer Service
The Customer Service domain tests how you take in a job, explain it and hand it back without disputes. Marks are for documentation, consent, honest estimates and data privacy, not for sales talk.
Intake and documentation
- Record model, IMEI, accessories received (SIM, memory card, case), visible condition and passcode, with photos where possible.
- Ask what happened and what the customer expects; repeat the fault back in plain words.
- Give a written estimate and a realistic time, and get approval before spending on parts.
Communication and privacy
- Explain the fault in the customer's language without jargon, and state what is and is not covered by your repair guarantee.
- Never open photos, messages or accounts; ask the customer to back up and, if a reset is needed, get consent in writing.
- If a repair is not economic or not possible, say so clearly and return the phone in the condition received.
Worked example
A customer collects a phone and says the cracked corner was not there before. Reasoning: the intake note and photo taken at handover show the crack, so the conversation stays factual and the shop is protected. Without that record, the shop usually absorbs the cost.
Traps that cost marks
- Promising a guaranteed repair before diagnosis.
- Keeping the customer's SIM or memory card in the drawer.
- Quoting a price that excludes parts or GST.
- Discussing one customer's phone with another.
Handover
- Test in front of the customer: calls, camera, charging, touch and speaker.
- Give a dated receipt showing the repair, parts, warranty period and amount.