MD Hearing — Customer Service Best Practices and Practical Guide

Overview and context

MD Hearing customer service sits at the intersection of audiology, medical device support, and direct-to-consumer retail. The global hearing-loss population exceeds 466 million people (WHO, 2018), and in the U.S. roughly 15% of adults report some hearing difficulty (CDC, 2012–2016). Those numbers make customer service for hearing-device brands uniquely important: customers often need clinical guidance, device troubleshooting, warranty/repair logistics, and empathetic communication in the same interaction.

For a modern MD Hearing operation the objective is twofold: resolve technical issues quickly and maintain clinical safety and credibility. Practical outcomes to measure include first-call resolution, trial-conversion rate, return rate during trial windows, and Net Promoter Score. Because hearing devices are medical-adjacent, policies must align with FDA regulations (including the 2017 OTC Hearing Aid Act and subsequent FDA rulemaking) and state telehealth rules when remote programming is provided.

Key performance indicators and targets

Operational success should be quantified. Industry best practices for a consumer-focused hearing brand generally target a First Call Resolution (FCR) of 80–90%, an average handle time (AHT) of 5–10 minutes for technical calls, and a customer satisfaction (CSAT) score above 90% on post-call surveys. Net Promoter Score (NPS) benchmarks for medical-device consumer brands typically run between 30 and 60; many premium hearing manufacturers aim for NPS >40.

Specific service-level agreements (SLAs) should be transparent: phone hold time under 60 seconds during business hours, chat answer within 90 seconds, email responses within one business day, and warranty repair turnaround within 7–14 business days. For trial and returns, best practice is a 45–90 day trial window with prepaid return shipping and a documented inspection process to reduce dispute volume.

Practical processes: returns, repairs, fitting, and programming

Clear, repeatable workflows reduce friction. Returns should start with a scripted diagnostic to determine if the issue is user-error, adjustible fit, or manufacturing defect. If the device is user-fit related, agents should offer step-by-step troubleshooting (fit-check, tube/earwax inspection, battery/charging diagnostics) before authorizing a return. If authorization is required, issue a prepaid return label and set an internal SLA: inspect and process refund within 5 business days of receipt.

Repairs and warranty handling must be tracked with ticketing and RMA numbers. Typical commercial warranties are 1–3 years; out-of-warranty repairs commonly cost $50–$250 depending on component and shipping. For devices that support remote programming or teleaudiology, the customer service team should coordinate appointments with licensed audiologists and log telehealth consents. Maintain a separate escalation path for potential medical red flags (sudden hearing loss, vertigo, otalgia), directing customers to seek urgent clinical evaluation.

Staff training, scripts, and escalation protocols

Frontline agents should have 12–24 hours of formal product and clinical-safety training and pass regular competency checks. Training content must include device anatomy, common failure modes (battery, moisture, wax blockage, firmware), and stepwise troubleshooting protocols. Agents should also learn how to capture clinical history succinctly: onset, unilateral vs bilateral, associated symptoms, and prior device use.

Escalation protocols must be explicit. Use a three-tier model: Tier 1 (agents) handle diagnostics and routine transactions; Tier 2 (technical specialists/audiology technicians) handle reprogramming, firmware updates, and complex audio troubleshooting; Tier 3 (licensed audiologists/engineers) handle medical interpretation, prescription changes, and product defects. Track time-to-escalation and resolution; aim to resolve 70% of escalated tickets within 48 hours.

Omnichannel support and technology tools

Modern MD Hearing customer service should be omnichannel: phone, SMS, secure email, live chat, and in-app messaging for products that pair to smartphones. Logging every contact in a single CRM (with device serial numbers, firmware versions, and notes) eliminates repeated history-taking and improves FCR. For telerehab and remote fitting, integrate secure video and screen-sharing tools that comply with HIPAA where applicable.

Self-service resources reduce contact volume: a searchable knowledge base, quick-start videos, and downloadable troubleshooting guides. Analytics on which knowledge-base articles drive deflection (percentage of searches resulting in no-contact) help prioritize content updates. Track deflection goals — a good target is deflecting 20–30% of simple “how-to” calls through digital content within 12 months of launch.

• Essential KPIs to monitor: FCR (target 80–90%), CSAT (>90%), NPS (>40), Average Handle Time (5–10 minutes), Return Rate during Trial (<15%), Repair turnaround (≤14 days).
• Core service assets: validated troubleshooting checklists, video fit guides, RMA/return labels, trained Tier-2 specialists, teleaudiology scheduling, and a CRM logging serial numbers and firmware.

• Typical customer scripts and steps: 1) Verify identity and device serial number; 2) Brief clinical screening (onset, uni/bilateral, pain, discharge); 3) Walk through device-specific diagnostics (power cycle, charge check, earwax/tube inspection, pairing); 4) Offer remote programming appointment or RMA if unresolved; 5) Confirm expectations (refund window, repair timeline) and follow up within SLA.
• Customer promise examples: answered call <60 seconds, email response <24 hours, prepaid returns within trial window, repair updates every 3–5 business days.

Compliance, documentation, and customer transparency

Document everything. Every contact should record the actions taken, consent for remote services, and next steps. For FDA and medical compliance, retain records for the period required by law (commonly multiple years for device incidents). Transparent policies (published trial period, warranty terms, repair fees) reduce disputes and chargebacks.

Include external resources in customer-facing materials: WHO (who.int) for global hearing-loss data, FDA (fda.gov) for regulatory updates on OTC hearing aids, and CDC (cdc.gov) for hearing-health guidance. For brand-specific guidance, point customers to the company website and knowledge-base; keep the site URLs in call scripts so agents can direct customers precisely.

How do I contact Phonak customer service?

Our Customer Connectivity Support line connects patients to live, real-time, assistance to answer questions about Bluetooth® connectivity and app-related issues. To speak to a live team member, you can reach us at 1-800-679-4871.

Is MDHearing a legitimate company?

MDHearing is BBB Accredited.

Who is the parent company of MDHearing?

AN Direct is the holding company of MD Hearing which was fully acquired in March 2017.

What is the BBB rating for MDHearing?

Customer reviews of MDHearing aids
MDHearing currently has an F rating and 3.71 out of 5 stars on the Better Business Bureau (BBB), but the company is no longer accredited with BBB due to MDHearing using incorrect information to promote its brand.

How to contact studio by telephone?

How can we help you?

1. Email – You can get in touch using the secure online contact form.
2. Phone – You can call them on 0371 376 5680**

How do I contact MDHearing?

Have questions? Call us now (800) 813-5088.