Residential

1. How did you hear about CTWC? Yellow Pages, Referral (by whom), Postcard (which), Internet (where/how)
2. Get customer contact information.
   • Phone number from caller ID.
   • Ask for phone number "in case we get cut off".
   • Ask for first and last name.
   • Try to get address and email address. Required for appointment but not for inquiry.
3. Get computer information
   • Make, Model, how old, Operatings system (XP Pro, Home, ME, 98, 95, Apple, Unix), Internet Provider, any networking equipment besides modem? Dial-up or Broadband?
   • Anti-virus Protection?
   • Firewall Protection?
4. Problem description

   Pop-ups? Slow? Crashing? What is Exact Error message? What did you do before the problem started? When did it start?

   If hardware? What hardware isn't working? Printer, CD-ROM? Won't turn on (power supply), keyboard? Modem? Mouse? ....

   Is it the error/problem repeatable? What steps are necessary to recreate the problem.

5. Customer Options
   1. If the problem appears to be malware (virus/spyware), recommend the Flat Rate Offsite Maintenance. Mention how scanning takes hours and we don't want to waste their time or money by charging per hour at their house. We pick-up and deliver at no additional cost.
   2. If the problem is not malware, offer onsite service at current hourly rate or call back from a technician to further discuss needs.
6. Enter information in CTWCLedger. Customer then Quotation.
7. Email quotation as html to technician.

Business

Same as steps 1 - 4 including business name and person to contact. Let customer know a service rep will call them back. Get a good time for a call back.