You are working as a Senior Technical Assistant for Bodgit & Scarpa PC Services. You have been allocated 2 hours to fix a problem with a Laptop that has been sent in for repair by the Marketing Director of one of the senior employees of your best client. This is the third time you have received this machine for repair. The user is basically computer illiterate and does not understand why his computer crashes when he moves important system files.

You are halfway through the job when you receive a call from the customer.

. What aspects do you feel that you handled well when dealing with the customer?

. What aspects do you feel that you could do better when dealing with the customer