faq
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❓ Frequently Asked Questions (FAQ)
Part of the IT-Manual Quick-reference scripts, internal resources, and standard answers for staff and reception.
📖 Overview
This directory serves as the “Cheat Sheet” for daily operations. It allows staff—particularly those at the front desk—to answer questions confidently without needing to interrupt a technician for every inquiry. It also houses internal information for employees.
📂 Contents
📞 Client Interaction (Front of House)
Scripts and answers for customer service and intake.
- Reception FAQ Critical for Front Desk: Standard answers for phone and walk-in inquiries. Covers pricing estimates, turnaround times, warranty questions, and how to handle “I need to talk to a tech” requests.
- General FAQ Broad questions regarding shop policies, accepted payment methods, and miscellaneous service inquiries not covered in the reception script.
👤 Internal Staff
Resources for the team.
- Employee Information Internal documentation regarding employment details, payroll/time-tracking procedures, shop contacts, and basic HR information.
⚡ Quick Reference: Reception Golden Rules
The most common scenarios encountered at the front desk.
| Client Asks… | Standard Response Strategy |
|---|---|
| “How much will it cost?” | Don’t guess. Quote the Diagnostic Fee first. “Our diagnostic fee is $X. Once we find the issue, we apply that fee toward the final repair cost.” |
| “Can you fix it right now?” | Check the queue. Usually: “We work on a first-come, first-served basis. Current turnaround is X days, but we offer a Rush Service for an additional fee.” |
| “I just have a quick question for a tech.” | Shield the techs. “The technicians are currently deep in repairs. I can take a message, or start a ticket so they can review your issue properly.” |
| “Is my data safe?” | Refer to the Data Privacy/Waiver. “We take every precaution, but we always recommend you have a backup before drop-off.” |
Maintained by Pacific Northwest Computers