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Not much that I can add to that. I think the only thing that I would emphasize is making that intital contact with the enduser acquiring any details that they can provide. It's surprising how often an enduser has pointed out something that at first is seemingly meaningless that ends up guiding me in the right direction.
Then when you're done fixing, be sure to check back with that enduser. Let them know what you fixed, and what you'll fix when you have the parts. Most of the calls that I've taken from irate endusers are when there wasn't clear communication with the keyop. =^..^=
Agreed - Customer Contact is priceless... no ninjas with smoke bombs!
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