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. Unforseen Circumstances (Major)
         1. Our Fault
            1. Disclaimer
            2. This protects against data loss at the very least. You shouldn't even begin work until such a signed disclaimer is aquired.
            3. Fixable
            4. Inform, apologize, and Fix Free of Charge
            5. Unfixable
            6. Start Negotiations
            7. Don't Let it get to this point.
            8. Terms of service was not adequatly defined
            9. If it's minor, go to minor problem
            10. It isn't? Is it fixable?
            11. Fix it, and update the description of services so that it is easier to understand.
            12. Isn't fixable...
            13. Go to disclaimer
            14. No disclaimer? Higher a lawyer.
         2. They're Fault
            1. The service they asked for wont deal with the problem
            2. Are they aware?
            3. Yes? Then apply the fix they asked for specifically. And anything really minor, like dusting the machine off and such.
            4. No?
            5. Was the service explained to them?
            6. No? That's our fault.
            7. Yes? Inform them and offer to continue the service requested or upgrade the service.
            8. This is easier to sell when the upgraded service tiers are properly managed (or isn't an issue if the service is free)
            9. Illegal Content
            10. Disclaimer
            11. Pass on information and evidence to the police
         3. No-one's Fault (Somehow)
         4. Minor Issues
            1. Inform and Fix it free of charge
         5. Most Important
            1. Disclaimer!
            2. Data Loss
            3. Illegal Content
            4. Release of liability from costs the students cannot afford
            5. Dealing with unhappy customers
      4. predict such problems
      5. emergency
      6. technician error
5. 4) Completion
   1. notify customer
      1. email
         1. pros
            1. include URLs
            2. review before sending
            3. multiple people
            4. send/reply when convenient
            5. documented
            6. sent folder
            7. original messages (forwards/replies)
         2. cons
            1. response may be delayed
            2. no immediate clarification
            3. impersonal
            4. tone detection difficult
      2. phone
         1. text
            1. pros
            2. solicits more prompt response than email
            3. cons
            4. limited # of characters
            5. impersonal
            6. terse vernacular
         2. call
            1. pros
            2. better tone detection
            3. cons
            4. multitasking more evident/difficult
            5. documented iff call is recorded
            6. audio
            7. transcribed
      3. honor customer preference
      4. in person
         1. pros
            1. body langauge
            2. less ambiguous
         2. cons
            1. iff customer & store meet same place & time
   2. return device
      1. honor customer preference
      2. delivery within reason
         1. check customer availability
            1. "we missed you" notice
      3. in store pick up
         1. pros
      4. package appropriately
         1. container size
         2. protection
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