If someone from our team have to visit you. This is a step by step procedure how our team works.


Step 1: Customer Request and Scheduling
1.1. The customer contacts your company, requesting on-site technical support. This could be done via phone, email, or through an online support portal.
1.2. Your team captures essential information from the customer, such as the nature of the issue, location, and preferred date and time for the visit.
1.3. Based on the customer’s availability and urgency of the request, your team schedules a mutually convenient appointment.

Step 2: Pre-Visit Preparation
2.1. Your team reviews the customer’s support request and gathers relevant documentation, such as troubleshooting guides, product manuals, or spare parts lists.
2.2. They ensure they have the necessary tools, equipment, and spare parts to address common issues and potential repairs.
2.3. If applicable, your team may also research the customer’s specific equipment or software to gain familiarity with their setup.

Step 3: On-Site Visit
3.1. Your team arrives at the customer’s location at the scheduled time, ensuring they are punctual and professionally dressed.
3.2. They introduce themselves to the customer, establishing a positive and friendly rapport.
3.3. Your team carefully listens to the customer’s description of the issue and asks follow-up questions to gather additional details.
3.4. They visually inspect the affected equipment or system to identify any visible issues or signs of malfunction.

Step 4: Diagnostic and Troubleshooting
4.1. Your team uses their expertise and diagnostic tools to assess the root cause of the problem.
4.2. They systematically troubleshoot the issue, following established procedures and referring to documentation or technical knowledge.
4.3. If necessary, they may perform tests, measurements, or use specialized equipment to pinpoint the problem accurately.

Step 5: Solution Implementation and Repairs
5.1. Once the problem is identified, your team determines the appropriate solution and explains it to the customer, along with any associated costs or implications.
5.2. If repairs or replacements are necessary, your team performs them efficiently, using proper tools, techniques, and following safety protocols.
5.3. They document the steps taken and any changes made to ensure a comprehensive record of the visit and resolution.

Step 6: Testing and Validation
6.1. After implementing the solution or completing repairs, your team thoroughly tests the equipment or system to ensure it is functioning as intended.
6.2. They verify with the customer that the issue has been resolved and demonstrate the proper operation of the repaired or serviced components.
6.3. If required, they provide guidance to the customer on preventive measures or best practices to avoid similar issues in the future.

Step 7: Documentation and Reporting
7.1. Your team prepares a detailed report documenting the on-site visit, including the problem description, actions taken, parts used, and any recommendations for future maintenance or improvements.
7.2. They provide a copy of the report to the customer, ensuring transparency and enabling future reference.

Step 8: Follow-up and Customer Satisfaction
8.1. After the visit, your team follows up with the customer to ensure their satisfaction with the service provided and to address any additional questions or concerns.
8.2. They encourage the customer to provide feedback, which helps in continuous improvement and building strong customer relationships.


By following this step-by-step process, your team can provide professional on-site technical support to your customers. This ensures efficient problem resolution, customer satisfaction, and the opportunity to strengthen long-term relationships with your clients.


Kind Regards
Mateusz Surdel

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