1. Other
   1. get contact info
   2. legal documents
      1. disclaimers
         1. techs not responsible for
            1. data loss
         2. privacy policy
      2. invoice
      3. receipt
2. Question 1
   1. get info
      1. history of abuse for device
         1. boot record
         2. phys. damage
         3. failed DIY/other stores
      2. audio recording
         1. inform customer
         2. some manual speech-to-text
   2. document problem
      1. appropriate vocabulary
      2. be prompt
      3. method
         1. typed
         2. written
         3. dictated
            1. software
            2. possible licensing issues
            3. external recording device & software
            4. adds extra step
            5. more natural than writing
   3. find customers
      1. advertising
         1. word of mouth
         2. tv
         3. radio
         4. periodicals
         5. internet
         6. symposiums
         7. promotions/give aways
            1. coupons
         8. posters
         9. billboards
         10. testimonials
             1. celebs
             2. past customers
         11. branded paraphernalia
             1. vehicles
             2. clothing
             3. shirts
             4. headbands
             5. pins/buttons
             6. rings
             7. computer accessories
             8. oversized ~
             9. flash drives
             10. mouse pads
             11. recovery discs
         12. mascot
3. Question 2
   1. dividing work
      1. chance
      2. task complexity
         1. may need > 1 person
      3. rotation
   2. level of service
      1. cleaning
      2. software/hardware
         1. installation
         2. upgrade
      3. keep busy while device is busy
      4. pricing
         1. may not match estimate
   3. testing of repairs
      1. standards
         1. global
            1. attention to detail
            2. must not be worse
         2. specific
            1. customer expectations
      2. hardware scan
         1. health
         2. status
4. Question 3
   1. unexpected problems
      1. have customer sign off on work order
      2. diffuse with humour
         1. sfx
      3. predict such problems
      4. emergency
      5. technician error
5. Question 4
   1. completion
      1. notify customer
         1. email
         2. phone
            1. text
            2. call
         3. honor customer preference
         4. in person
      2. return device
         1. honor customer preference
         2. delivery within reason
            1. check customer availability
            2. "we missed you" notice
         3. in store pick up
         4. package appropriately
6. Question 5
   1. unhappy customers
      1. refer to legal docs
      2. apologize
      3. make amends
         1. within reason
      4. consider who's at fault
         1. & how much it matters
      5. deal with at lowest level possible
         1. de-escalate
      6. customer's history