Device Repair Best Practices - Version 1

Here are a few suggestions and best practices to get you up-to-speed and on the right track to success with repair services: Cellairis Device Repair Best Practices.pdf

• Order your repair parts on a weekly basis, based on projected demand.
• Phones carry a ton of germs; make sure to sanitize your hands, disinfect the work area, and disinfect the device before repairing
• Use the Cellairis Repair Liability Waiver form to document customer and device information. As a suggestion and best practice, complete each section of the form.
• Set proper customer expectations when repairing - do not over promise.
  • Be honest from the get-go.
  • Under-promise, over-deliver.
  • Anticipate needs.
  • Communicate with customer.
• Revisit customer expectations after the sale closes.
• Keep your promises and apologize when you do not.
• On the repair liability form you will see a section called “Pre-Repair Device Inspection.” Make sure to run through this section while the customer is at your location.
• If the device will not power on prior to the repair, be sure to document on the Pre-Repair Device Inspection section on the same repair liability waiver form.
  • If the technician is not comfortable with repairing the device, he or she may choose to respectfully refuse to service it.
    • The technician must be clear and honest with the customer and explain why he or she is refusing this particular repair.
    • If the technician proceeds with the repair service, make sure to set appropriate expectations and explain that the service may or may not resolve the problem.

• Provide customer with an accurate estimated repair time. When in doubt, under promise, and over deliver.
  • If the repair is taking longer than expected, attempt to reach out to the customer to inform them of the delay.
  • Always keep the customer informed of the status of the repair.
• Provide customer with options prior to dropping the device with the technician. Here are a examples:
  • Allow the customer to be present during the repair, if he or she chooses to.
  • Allow the customer to keep their phone locked during the repair.
    • Set expectations; if the customer chooses to keep the phone locked, the repair technician will not be able to access the device to run a post-repair inspection until they return.
    • Without access to the device, there may be delays with the service, as you will have to wait for the customer to return to run a post-repair analysis.
    • Always respect the customer’s choice.
  • If the customer chooses to provide the technician with the unlock code, the repair technician will run a post-repair device inspection, and another inspection when the customer returns to pick up the device. Essentially, there should be two (2) post-repair inspections.
    • Prior to the customer leaving the phone, suggest they clear their browsing history.
    • Also remind the customer that the technician would see their most recent photo as a thumbnail within the camera setting while testing.

• As a reminder, the Post Repair Device Inspection includes:
  • Testing Wi-Fi by using the web browser (examples; Safari or Google Chrome): As a suggestion and best practice, always test the browser by going to Cellairis.com. Refrain from going to random websites.
  • Testing the Service by making a call: As a suggestion and best practice, always test if the phone is working by calling your Store phone number or the Cellairis Corporate HQ phone number (678-513-4020). Do not call your personal cell.
  • Testing rear and front facing camera by taking a photo: As a suggestion and best practice, test by taking a photo of the Cellairis store or a Cellairis product.
• As a best practice, take advantage of this opportunity to upsell by offering your customer a Cellairis protective case and screen protector.