Page 37 - handbook_EN

The customer experience:
Customer is welcomed at reception, made aware of refreshments

available
Item weighed and logged
If the session is busy, give them a number (from a raffle book for example)

Send them to an available repairer or direct them to the waiting area.
Item repaired/given a link to a necessary part/declared unfixable

Customer completes feedback form

Customer management
When the session gets busy it is vital to keep accurate records of which

participant arrives at what time and what their item is. This means it is a
first come, first served system. When busy make sure you also allocate
breaks to repairers. Stagger these so not all repairers are on break at the

same time.

To keep track of customers it can be useful to have a raffle book and
assign numbers to participants and/or their items. An example of a table

to manage participants is presented below. This allows you, with accurate
input, to monitor who is available, which customer came first.