What key piece of information should a technician always collect prior to a service visit?

A detailed description of the issue from the customer is crucial for several reasons. It provides a clear understanding of the symptoms the customer is experiencing, which helps the technician to diagnose and address the issue more effectively during the service visit. Having this information allows the technician to prepare adequately, ensuring they have the right tools, parts, or resources on hand to resolve the customer's concerns promptly.

This communication also tends to uncover specifics that may not be immediately visible, saving time and making the service visit more efficient. Engaging the customer in this way fosters trust and shows that their input is valued, which can enhance customer satisfaction overall.

While receiving the customer's contact information and knowing the history of previous repairs can be important in context, they do not provide the immediate, actionable insights needed to tackle a specific problem as effectively as the customer's detailed description does. Personal opinions, on the other hand, lack the objective, necessary detail that informs a technician's professional actions during a service call.