Case 1

Purchased the phone on 2018/1/7, customer sent the phone for repair due to broken screen. After replacing the screen, customer found that the phone got overheat easily. Then customer went to SC again to report the issue. Maintenance engineer explained that they didn’t detect the issue and it’s normal if the phone overheat after being used for15 minutes. Customer is doubting does that mean your phone can only work normally for 15 minutes? And there is no overheating issue before replacing screen. Customer explained repeatedly to engineer the problem existed, but engineer still said no problem detected and wouldn’t detect again. Customer requested engineer to charge the phone for one hour to prove it will heat up. An hour later, the phone heated up and engineer detected the phone finally. After detecting, engineer found that the SD card is old and broken causing the phone heating up. After remove the SD card, problem resolved.

The customer's dissatisfaction with the engineer's service attitude has shaken his trust in the brand image, the impact is immeasurable. Once customers lose their trust in the brand, they won’t re-purchase our product and even tell friends not to buy our products. Under no circumstances can the engineer refuse the customer's request for detecting product. Engineer shouldn’t preset position that the device has been detected as normal last time when replacing screen, so it’s a waste of time to re-detect. At the same time, engineer should improve service awareness and listen to customer’s needs is one of the basic requirements of services.

Case 2 

Purchased on 2019/2/15, customer sent the phone for repair due to unable charge on 2, April. It’s around 3 P.M. when customer arrived at Service Center where only one engineer was there. The engineer spoke rude and louder. After detecting, the USB charge cable is judged to be faulty. The problem is resolved by replacing USB charge cable for free. Customer called hotline on 3, April to complain that the engineer attitude is bad and hope we can improve this.

During working hours, is it normal to have only one engineer on site?

Case 3

Purchased 2018/5/17, customer sent the phone for repair due to battery issue. On 4th, April, RV agent called back the customer for CSAT survey and customer feedback as follows:
The first engineer was rude and spoke louder, he didn’t help me backup data or provide guidance. And his English communication skill is really poor, I cannot understand him. But fortunately, the second engineer served me very well. The second engineer’s attitude and English communication skill are good, and he also helped me backup data and replaced the battery. I just want to feedback and hope you can ensure all staffs’ attitudes are good.
In the era of global villages, we often encounter users with multiple language appeals. In addition to adhering to the correct service attitude, seeking help from colleagues or using tools such as Google Translate Conversation can alleviate unnecessary service misunderstandings.

Summary

1. Service Concept: Like the 3 cases above, the products’ problem are all resolved, but customers are still dissatisfied with overall repair experience due to engineers’ bad attitude. After-sales service is not only solve customer issue, but also solve customer issue friendly, which is also the service concept. Refer to [Complaint Case Sharing]What is our service concept
2. Maintenance Engineer Position: After-sales maintenance engineer is not only technician helping solve customer’s technical issue, but also service technician helping solve customer’s technical issue friendly and politely. Engineer should improve their service awareness. When recruiting, in addition
to considering the technical level, service awareness can also be considered as one of the criteria.
3. Handling rules: We can't ignored such feedback only complaint even though the customer has no more demands. We should firstly apologize for the customer's unpleasant experience and thank the customer for their valuable feedback. Then, for the feedback of the user, the local customer service manager needs to check and urge the improvement of service quality.