Never lose out on a sale with RepairDesk Self Check-In ProcessÂ
Service transparency is a big deal in the repair industry. It is also a tough thing to maintain. Many a time, customers accuse you of messing up their devices during the repair service. Consequently, your store employees end up taking the blame for customer dissatisfaction. So, they have to give away free repair service to the unhappy customer as compensation. And that’s a shame!
The usual repair routine
Let’s walk through the whole repair process step by step: First, the customer showed up at your store to get his cellphone repaired. He told the employee that his device had a broken screen. The employee noted the information in the POS system. Further, the employee passed the information on to the store technician who, then, carried out the repair service.
The customer got an automated notification about the completion of his repair, so he visits the store to pick up his repaired device. But wait, he raises a claim that you have not taken his repair order correctly and that this is not what he asked for. He does not settle on your employee’s words or the writing on his repair ticket. The customer exclaims that it’s not his fault if the employee mistook in recording his repair order.
The glitch
Do you see it now? The problem started as soon as your store employee created the repair ticket. As he entered all the repair information himself (without customer involvement or agreement), now the customer is free to play the blame game. You need to fix that!
The solution: Customer Self Check-In
All you need is a digital customer self-check-in process in your repair POS software. This feature will fix your service transparency problems by involving the customer in the repair ticketing process. The customer will fill out his personal information on a customer-facing display. The employee will book his repair order that the customer can view on the same CFD. As soon as the employee clicks the create ticket button, the CFD will ask for customer’s approval and signatures. Once that’s done, the repair ticket will be ready!
Now the customer cannot blame the employee because he himself approved and signed the repair ticket. This will put the whole “whose fault is it” debate to rest. So, you won’t lose any sale. High-five!
