Da Handbook 041204

8/14/2019 Da Handbook 041204

1/40

BURN OR EAT THIS DOCUMENT AFTER READ

EYES ONLY COMMUNIQU

DOUBLE AGENT HANDBOOK

TABLE OF CONTENTS

1. In t roduc t ion

1 .1 . The Geek Squad Way

1.2 . A Day in the L i fe o f an Agent

1 .3 . Usefu l Phrases

2 . Po l i cy

2 .1 . Un i fo rms

2.2 . Mobi le Phones

2 .3 . Geekmobi les

2.4 . F leet Manager

2 .5 . Inventory

2 .6 . Addi t iona l Too ls

2 .7 . Double Agent T ime Sheet P rocess

2 .8 . On-Cal l2 .9 . Password Po l i cy

2 .10 . Sof tware Po l i cy

2 .11 . H IPAA

2.12 . Tak ing Computers O f f -S i te

3 . P rocedures

3 .1 . STS/Expense I t Overv iew

3.2 . WAP

3.3 . Gu idance Eng ineers

3 .4 . D ispatch F low

3.5 . Morn ing/End of Day Procedures

3 .6 . F ie ld Notes

3 .7 . Ca l l Back A ler ts

3 .8 . Reca l l s o r Warranty Work

4 . Red F lags & Clos ing

4 .1 . Techn ica l Red F lags

4 .2 . Behav iora l Red F lags

4 .3 . C los ing

Appendixes

A . Week ly T ime Sheet

B. H IPAA Conf ident ia l i ty Agreement

C. Geekmobi le Inventory SKU L is t

D . L i cense P la t ing SOP

E. Cus tomer Work Order Form

F. STS User Guide

G. Expense I t ! Gu ide

H. Manaual Invo ice

8/14/2019 Da Handbook 041204

2/40


EYES ONLY COMMUNIQU

1.1 - THE GEEK SQU AD WAY

Take one par t premier customer serv ice , add one par t t ech fanat ic , m ix wel l w i th equal par t s

s t y le , exper ience and humor . What do you get? A Geek Squad Agent .

The Geek Squad takes the s tandard e lements of qual i t y customer serv ice and exper ience

then k icks i t up a notch. We of fer more than just a repai r serv ice - we make our c l ients feel

l i ke they ve learned something. Yes , we enter ta in wi th our funny l i t t le cars and tongue- in-

cheek men in b lack image; but there is substance to back up the sht ick . The publ ic i s drawn

to the Geek Squad because of the image we present , but they s tay loyal t o us because they

know they can t rust us to so lve thei r t echnical d i f f i cu l t ies and just make i t work .

The Agent i s an integra l par t of t h is company . Thei r t echnical exper t ise is impor tant , but

equal in s igni f i cance is the way they present themselves to the customer . To the customer

the agent that i s at t hei r home is the Geek Squad. The way the agent act s , expla ins what

the issues at hand are , and conf idence (NOT ar rogance there is a d i f ference! ) in which

they remedy the s i tuat ion is a d i rect ref lect ion on the Geek Squad i t se l f .

S t rong customer serv ice : being able to expla in something compl icated/spec i f i c/

technical in a way that the average person can understand, so that they feel goodabout hav ing us in thei r house and don t f eel l i ke they are par t of t hat Computer Guy

SNL sk i t .

S t rong technical exper t ise : our technic ians are the best at what they do we l l so lve

your problem the r ight way , not jus t t e l l you to reformat your hard dr ive .

Punctual i t y : un l ike the cable company , when we say we l l be at your house at 9 , we

wi l l (not somet ime between 9 and 12 ) .

These values make us a l l f eel proud to be par t of t he Geek Squad and i t s success . Most

impor tant ly, t hese values are imperat ive to the Geek Squads cont inued success .

The Geek Squad is a way of l i f e ; you l i ve i t and represent i t anyt ime and anywhere.

We aren t out to make a fast buck at the expense of the c l ient . We give c l ients honest ,

s t ra ight forward answers and adv ice . I f a machine isn t wor th f i x ing, we l l le t t hem know.

Instead of cut t ing corners , we go above and beyond. We are interested in bui ld ing a long-

term re lat ionship wi th our c l ients , and i t shows in the way we ta lk to them - down to ear th ,

not above thei r heads in techno babble .

We enter ta in , we expla in , we t ra in . These are the tenets that set us above the rest . These

are the guidel ines that make us a breed apar t . Th is i s t he Geek Squad Way.

8/14/2019 Da Handbook 041204

3/40


EYES ONLY COMMUNIQU

1.2 - A DAY IN THE L IFE OF AN AGENT

6:00 AM Jar red f rom s leep by chorus of Witchy Woman emanat ing f rom c lock- radio .

Mental note : change radio s tat ion.

6 :09 AM Jar red f rom s leep by chorus of Hotel Cal i f orn ia emanat ing f rom c lock- radio .

Mental note : change radio s tat ion now.6:10 AM El im inate .

6 :15 AM Consume severa l bowls of Count Chocula

cereal and 24oz . Mountain Dew

.

6 :25 AM Check emai l v ia k i t chen computer us ing PCAnywhere

to remote cont ro l computer

in the l i v ing room which is w i red to the server in the basement where the emai l

res ides . Wonder how l i f e becomes more complex as I add more and more t ime-

sav ing dev ices .

6 :45 AM Today is shower day . C l ients wi l l be g lad.

7 :00 AM Watch new Fami ly T ies rerun.

7 :30 AM Hone tech sk i l l s w i th quick round of F inal Fantasy XV I I.

8 :00 AM Choose c loth ing for the day : Choice of b lack pants/whi te sh i r t /c l ip-on t ie or nude.

Nude not a popular choice at the of f ice .

8 :15 AM Pr int schedule for t he day and hop into Geekmobi leTM

.

8 :30 AM Br ief s top in of f i ce to p ick up v ideo card , modem and more Mountain Dew.

9:00 AM Ar r ive at f i r s t c l ient . Black lab greets me at the door. L icks me. G lad I d id not

choose nude.

9 :05 AM C l ient successfu l ly pul ls dog of f me. T ie p in now miss ing.9 :07 AM C l ient expla ins problem.

9:08 AM Plug in moni tor.

9 :09 AM Pr int b i l l .

9 :10 AM B lack lab escor t s me to the door wi th squeaky toys in tow. Sad to see me leave.

9 :30 AM Back at of f i ce . Need more Mountain Dew.

11:00 AM Ar r ive at next c l ient . Ent i re t ime in of f i ce a b lur. Poss ib ly consumed too much

Mountain Dew.

11:15 AM Modem insta l led. C l ient extends of fer of cof fee. I accept . Cof fee d i f ferent f rom

Mountain Dew - b lack and b i t ter , not ye l low and sweet .

11:30 AM New v ideo card ins ta l led. I m work ing at l ight speed. I AM THE K ING. REF ILL

COFFEE.

12:00 PM TEST FUNCTIONS OF CL IENTS COMPUTER. ALL GOOD. REF ILL COFFEE. PR INT B ILL .

WHY IS CL IENT MOVING SO SLOWLY? I CAN SEE THE MUSIC!??!!

12:30 PM LUNCH. BURGER K ING. MOUNTAIN DEW. PRETTY SURE I CAN SEE DEAD PEOPLE.

12:45 PM REALIZE THAT PHONE IS BEEPING NOT SURE HOW LONG.

12:46 PM I t s the Boss (not B ruce Spr ingsteen MY boss ) . Regales me wi th ta les of theEar ly Days of the Geek Squad in an at tempt to ca lm me down.

12:55 PM Mood changes f rom l i t t o s leepy. Then back to normal . F i r s t hal f of day is over .

1 :30 PM Ar r ive at th i rd c l ient . SERVER IS DOWN!!! Red l ights are b l ink ing in the hal lways .

S i rens are whooping. S ign reads DEFCON 1. Needless to say , I am no longer here

to ins ta l l AOL

9.8 .24 PRO6.

4 :30 PM I emerge from the server c loset v ic tor ious . Hard dr ives were rev ived, data was saved

and more caf fe ine was consumed. Today, I am a hero . C l ient i s happy to pay the b i l l .

Execut ive ass is tants are wr i t ing songs , s inging my pra ises as I leave. Dr ive away in

Geekmobi le , a .k .a . C loud9.

5 :00 PM Ar r ive back at off i ce to te l l my ta le . No one is interested. (Secret ly bel ieve that

they have not had enough Mountain Dew. )

5 :10 PM EMERGENCY SERVICE CALL!! !

5 :45 PM Ar r ive at local PR f i rm . Sad Mac. Deadl ine. Nough said .

6 :45 PM Af ter much techo-wrangl ing and many magic ut i l i t y d iscs , t he Mac becomes

happy again . So does the c l ient .

7 :15 PM Dinner t ime: Mac and Cheese and Twix bars .

8 :00 PM Rest of n ight spent p lanning tomor rows network setup and p lay ing Quake

4.73 Gold .

Somehow, network p lan ends up inc luding Quake

server. May need to check that

wi th c l ient .

11:45 PM S leep. P lan to dream about something cool , but w i l l l i ke ly dream about .DLLs and

ISPs again .

8/14/2019 Da Handbook 041204

4/40

8/14/2019 Da Handbook 041204

5/40

8/14/2019 Da Handbook 041204

6/40


EYES ONLY COMMUNIQU

2.2 - MOBILE PHONE POLICY

Agents a re p rov ided wi th a ce l lu la r te lephone to use as a bus iness too l . They are p rov ided

to ass is t employees in communicat ing wi th management and other employees , the i r c l ients ,assoc iates , and others wi th whom they conduct bus iness .

Mobi le phone use i s in tended fo r bus iness - re la ted ca l l s . However , occas iona l , b r ie f

personal use i s permi t ted wi th in reasonable l imi ts . Ce l l phone invo ices wi l l be regu lar l y

moni to red .

Employees may have access to a ce l l phone whi le in the i r cars and should remember that

the i r p r imary respons ib i l i ty i s d r i v ing and obey ing the ru les o f the road . Employees wi l l

need to take ex t ra caut ion when us ing ce l l phones to conduct bus iness whi le d r i v ing . I t i s

s t rong ly recommended that the employee safe ly pu l l o f f the road and come to a comple te

s top before us ing the phone. Your phone i s equ ipped wi th a hands- f ree speaker phone.

Mobi le phone users a re reminded that the regu lar bus iness e t iquet te employed when

speak ing f rom of f i ce phones or in meet ings app l ies to conversat ions conducted over a ce l l

phone.

BE SAFE - We do not want the use of your mobi le phone to in ter fe re wi th safety .

Keep your number p r i vate . You are not to g ive your mobi le phone number to c l ients .

A l l c l ients who need to get in touch wi th you , shou ld ca l l 1 -800-GEEK SQUAD - no

except ions .

Don t Lose i t !

Watch your minutes . You are g iven 500 minutes o f usage per month . You wi l l be

charged fo r overages , un less i t s documented . Every phone has the ab i l i ty to reset a

month ly minute t imer - use i t to t rack your minutes . Check your phones user gu ide fo r

deta i l s on where the t imer i s located .

A lways set your phasers to s tun . Whenever you are on-s i te , you shou ld use the v ib rate

mode on your phone to s i lence the speakerphone and the aud ib le a le r ts . Th is i s

important fo r two rea sons : 1 - I t s less annoy ing fo r the c l ient , and 2 - I t s i lences your

speakerphone which he lps keep your communicat ion wi th Miss ion Cont ro l and other

Agents d isc reet .

8/14/2019 Da Handbook 041204

7/40


EYES ONLY COMMUNIQU

2.3 - GEEKMOBILE POLICY AND PROCEDURES

CLENLINESS

The Geekmobi le you dr ive every day represents Best Buy and Geek Squad how i t looks

is a d i rect ref lect ion of our company . C leanl iness ins ide and outs ide the vehic le mustbe a pr ior i t y . Whether customers see the vehic le at an Agent s home, on the h ighway, or

parked on a res ident ia l s t reet , t hey should be impressed by i t s appearance. B r ight , c lean

vehic les g ive the impress ion of a wor ld- c lass serv ice prov ider . P ick up any garbage ins ide

the vehic le each n ight . Th is inc ludes condiments , napk ins , et c . Wash the vehic le once

every two weeks or as needed (washes can be added to the fuel b i l l v ia the fuel card ) .

FUEL CARDS

Each Agent wi l l be issued a fuel card for gasol ine for thei r Geekmobi le or r enta l vehic le .Use of the card for f uel ing any other vehicle i s s t r i c t l y prohib i ted. You wi l l be ass igned

a Personal Ident i f i cat ion Number (P IN) . The P IN is ass igned by F leet Operat ions at

the t ime the Dr iver s Qual i f i cat ion f i le i s completed. No one is i ssued a P IN wi thout a

complete Dr iver Qual i f i cat ion F i le .

I t i s impor tant to ALWAYS use your fuel card , even i f t h is means for personal m i lage.

Every t ime you refuel , you wi l l be logging your odometer . Th is helps the F leet Manager

mainta in accuracy . I t i s c ruc ia l t hat th is i s executed proper ly . In the event the vehic le s

fuel card is los t or s to len, immediate ly contact F leet Operat ions at (612) 291-6710 to

prevent f raudulent act iv i t y .

PERFORMANCE

We do not only dr ive Geekmobi les , we per form in them. This means you must a lways be

on your best behav ior . People are watching whether you know i t or not , and word WILL

get back to the Chief Inspector . Th is means no speeding or mov ing v io lat ions . We do not

t ravel any faster than 2 MPH over the speed l im i t . We do not Dr ink and Dr ive . There is n oexcuse for e i ther and they are into lerable of fenses . Don t let t hese happen. Each person

in the vehic le i s requi red to wear a seat bel t whenever the vehic le i s in operat ion.

Insurance informat ion must a lways be present in your Geekmobi le and must a lways be

cur rent . Here is an example of an Insurance Card:

No smoking is a l lowed in the uni t e i ther whi le in operat ion or when the vehic le i s

parked. Smoking whi le dr iv ing is a safety hazard , both to you and to other motor is ts .

A l l dr ivers are requi red to operate the vehic le wi th two hands on the wheel at a l l t imes

in the 10 and 2 pos i t ions (9 and 3 i f t he vehic le has a i rbags ) .

8/14/2019 Da Handbook 041204

8/40


EYES ONLY COMMUNIQU

The dr iver must not use thei r ce l l phone whi le he/she is dr iv ing two hands are requi red to

be on the wheel at a l l t imes . In the event that you need to make a phone cal l en route , pul l

t he vehic le over to the s ide of the road in a safe pos i t ion to complete the cal l . Only Best

Buy bus iness ca l ls are a l lowed on the cel l phone.

Only the F leet Operat ions qual i f ied dr iver i s a l lowed to dr ive the vehic le , per company pol icy .

This means , your mom cannot dr ive i t nor can your brother or any other fami ly member, only

qual i f ied F leet Operators . Th is a lso means that General Managers , D is t r i c t , and corporate

staf f t hat have not forgone a DMV check are a lso not qual i f ied to operate a Geekmobi le .

The most impor tant par t of operat ing a Geekmobi le i s t o have good common sense and pay

at tent ion to deta i ls ant ic ipate hazards and know your opt ions . A lways be ready to react

quickly.

ACCIDENTS

I t i s inev i table that some wi l l occur. The way in which the dr iver reacts and responds to the

s i tuat ion can save the dr iver and the company a lot of t ime and money. I f you are involved in

an acc ident , f o l low these s teps :

Cal l t he pol ice .

Of fer reasonable ass is tance to any in jured people .

Exchange informat ion wi th the other motor is t s involved. Get a copy of the pol ice repor t or r epor t number .

Whi le at the scene of the acc ident , do not admit faul t t o anyone. A l low the pol ice to assess

faul t .

Each Geekmobi le should a lways have an Acc ident Repor t Form located in the g love box . This

a lso is where you should be s tor ing your insurance informat ion. On the back of th is form,

you wi l l f ind ins t ruct ions on what should be done in the event of an acc ident . P lease use

th is form to document a l l requi red informat ion per ta in ing to the accident . I t i s mandatory

that th is i s completed and turned in af ter a l l acc idents .

As soon as reasonably poss ib le you should contact F leet Operat ions at (612) 291-6710 and

cal l Guidance to have any pending serv ice ca l ls rescheduled.

Al l general quest ions or maintenance quest ions about Geekmobi les can be answered by F leetOperat ions . You can contact F leet Operat ions by us ing the fo l lowing opt ions :

Cal l (612) 291-6710

E-mai l mark [email protected]

8/14/2019 Da Handbook 041204

9/40


EYES ONLY COMMUNIQU

2.4 - FLEET MANAGER

Double Agents are requi red to submit thei r m i leage week ly v ia thei r ce l l phone. This

mi leage informat ion serves a two- fo ld purpose.

The f i r s t purpose of the week ly m i leage input i s t o ass is t t he maintenance sof tware.

This sof tware wi l l he lp not i f y the Agent of impending serv ice needs and a l lows advance

warning to prov ide for ef f i c ient schedul ing of maintenance i tems.

The second purpose a l lows for the computat ion of personal m i les . Through inter faces

with systems, the sof tware wi l l be able to compute your personal mi leage. Whi le

personal use of the vehic le i s a l lowed and even encouraged, i t i s a requi rement of the

Internal Revenue Serv ice ( IRS ) that we repor t personal m i les as earned income. This

income wi l l show up on your paycheck once per quar ter. Your pay wi l l be inc reased, by

adding on your personal m i leage amount , and you wi l l be requi red to pay the appropr iate

taxes on that amount .

The Geekmobi le

vehic le i s due for preventat ive maintenance (per iodic inspect ions ) every

5000 mi les . GE Capi ta l F leet Serv ices wi l l prov ide each technic ian wi th a coupon book

out l in ing the necessary maintenance by mi leage that must be completed and when i t

must be completed. This coupon book must be kept in the vehic le at a l l t imes . ContactGE Capi ta l F leet Serv ices at 1-800-328-6363 or consul t your maintenance card for a

l i s t ing of approved maintenance providers in your area. G ive the maintenance card

to the repai r locat ion every t ime you go in for maintenance or repai r. Each indiv idual

repai r locat ion wi l l inspect the Geekmobi le and contact GE Capi ta l F leet Serv ices wi th

an est imate for repai r s and gain approval f rom ei ther GE Capi ta l F leet Serv ices or

F leet Operat ions to complete the work needed. I f you are in need of a renta l whi le the

Geekmobi le i s being serv iced, Contact the F leet Manager to set up renta l . GE Capi ta l

F leet Serv ices wi l l contact F leet Operat ions for approval of r enta l . A l l general quest ions

or maintenance quest ions about Geekmobi les can be answered by F leet Operat ions . You

can contact F leet Operat ions by us ing the fo l lowing opt ions :

Cal l (612) 291-6710

E-mai l mark [email protected]

Do NOT at tempt to complete any repai r s on the Geek Squad vehic le on your own th is

wi l l vo id any or ig inal war ranty on the vehic le or any war ranty on repai r s that have beenrecent ly completed.

Upon complet ion of serv ice , t he Agent wi l l need to input the date of serv ice into thei r

phones to update the maintenance sof tware. This informat ion wi l l he lp mainta in the

val id i t y of t he war ranty on the uni t and a l low F leet Operat ions to proper ly moni tor

a l l r epai r costs for each Geekmobi le vehic le . P ick up your Geekmobi le ASAP upon

complet ion of serv ice .

8/14/2019 Da Handbook 041204

10/40


EYES ONLY COMMUNIQU

8/14/2019 Da Handbook 041204

11/40


EYES ONLY COMMUNIQU

2.5 - GEEKMOBILE INVENTORY PROCESS (p re- l i cense p lat ing AOP)

In order to ensure the Complete Solut ion to the customer and be able to react to unplanned

changes in ins ta l lat ion or repai r , Geekmobi les can be s tocked wi th Inventory that can be sold to

the customer in the home.

To car r y s tore merchandise in Geekmobi le , complete the fo l lowing s teps (pre- l i cense p lat ing AOP) :

1 . The Operat ions Superv isor co l lec ts the product to be car r ied in the car based on a pre-

determined inventory l i s t .

2 . The Operat ions Superv isor completes the Car Inventory L is t .

3 . The Operations Superv isor works wi th the Inventory Manager to complete a Inventory

Adjustment In-S tock Worksheet ( f ormely know as a Type C , Code 5 ) .

4 . Operat ions Superv isor completes an Accessory Replenishment Form and at taches a copy of the

Count Cor rect ion sc reen (The Agent needs th is form to remove product f rom the s tore ) .

5 . The Agent p icks up products and the copy of the Accessory Replenishment Form f rom the

Operat ions Superv isor.

6 . The Agent shows the Loss Prevent ion Customer Spec ia l i s t ( LPCS) a s igned copy of the

Accessory Replenishment Form and copy of the Count Cor rect ion sc reen.

7 . The Agent uses par t s or accessor ies in customer s home and notes SKU(s ) and assoc iated cost

in the STS serv ice ca l l notes .

8 . The customer pays the Agent us ing cash, check , or c redi t card (see process ing inst ructions

below) .9 . The Agent turns in a Custom Work Order T icket l i s t ing the part s or accessor ies used and a lso

payment f rom the customer to the Operat ions Superv isor .

10. The Operat ions Superv isor r ings up the STS Order w i th part s and accessor ies used dur ing the

customer s instal l .

11 . The Operat ions Superv isor updates the Car Inventory L is t w i th POS t ransact ion number (s ) and

Customer Work Order Invoice.

12. The Operat ions Superv isor works wi th Inventory Manager to count cor rect SKU(s ) back into

Inventory (POS t ransact ion and Customer Work Order T icket number should be inc luded in

comments a long wi th the Agent s name) .

13. The Operat ions Superv isor co l lec t s new product to replace used par t s and accessor ies and

completes the Car Inventory L is t and the Accessory Replenishment Form.

NOTE: The Operat ions Superv isor and Agent rev iew the Geekmobi le Inventory week ly to ensure

inventory i s r eplenished, accurate and accounted for . Any d isc repanc ies should be repor ted to the

Inventory Manager .

ACCEPTING CUSTOMER PAYMENT FOR NON-STORE PURCHASED GEEKMOBILE

INVENTORY AND SERVICES (P re- l i cense p lat ing AOP)

CASH/CHECK PAYMENT

1. Agent completes work .

2 . Agent adds necessary notes to serv ice ca l l in STS . Agent a lso adds a l l par t and labor l ines as

needed into STS .

3 . Agent co l lec t s cash/check payment and ref lect s th is in STS us ing the system to notate

t ransact ion t ype. NOTE: A l l check t ransact ions need to a lso have the customers Dr iver s

L icense and date of b i r th on check and should be made payable to : BEST BUY.

4. Agent c loses serv ice ca l l .

5 . Agent returns to s tore and r ings the par t s and labor through POS along wi th an add-on SKU

(6235683) . The add-on D SKU has no value. This i s done so that a new serv ice order i s not

c reated in STS . This should be done for a l l 1-800 Sales , products , and serv ices up-sel ls .

6 . Agent processes ESC t ransact ion the same as a regular order .

CREDIT CARD

1. The Agent completes the STS Order for serv ice or product prov ided to the customer adding

par t s and labor l ine i t ems to STS .

2 . The Agent processes the C redi t Card t ransact ion us ing the bui l t -in STS funct ion.

3 . The Agent c loses the serv ice ca l l and pr int s an invoice for the customer.

NOTE: C redi t Card t ransact ions are author i zed against an indiv idual s tore through STS and then

keyed against an indiv idual s tore through RESA. I f t he Agent i s unable to get into STS f rom the

customers home, they wi l l need to document c redi t card # and go back to the s tore to r ing up at

POS.

8/14/2019 Da Handbook 041204

12/40


EYES ONLY COMMUNIQU

GEEKMOBILE INVENTORY PROCESS (post - l i cense p lat ing)

To car r y s tore SKU merchandise in Geekmobi les , complete the fo l lowing:

1 . Agent v iews predetermined l i s t of recommended inventory for t he Geekmobi le vehic le onGeek Squad Agent Web S i te ( t ool - k i t ) .

2 . Agent works wi th Inventory Manager to label and scan recommended Inventory into

Geekmobi le us ing the L icense P lat ing process (see L icense P late AOP for fur ther deta i ls ) .

3 . Inventory Manager pr int s a RSS L icense P late Repor t us ing Geek Squad as the

dispos i t ion and g ives to the Agent ( see L icense P late AOP for fur ther deta i ls ) .

4 . Agent presents the L icense P late repor t t o the Loss Prevention Customer Spec ia l i s t,

a long wi th the L icense P lated inventory before the Agent can leave the s tore .

5 . Agent puts a l l inventory in Geekmobi le t runk (do not leave product in s ight ) .

6 . Agent uses par t s in customers home and c i r c les the product used on the L icense P late

Repor t .

7 . Agent obta ins payment for serv ice or par t s and of fer s the customer a wr i t ten receipt .

OR The customer pays the Agent us ing cash, check , or c redi t card (see process ing

inst ruct ions below) .

8 . Agent returns to s tore and processes the t ransact ion through POS, r ing ing in the product

SKU, L icense P late and up-sel l SKU (6235683) .

9 . Agent replenishes s tock based on predetermined l i s t of inventory us ing the l i censeplat ing process

10. Agent works wi th Inventory Manager to establ ish a week ly Inventory Cyc le Count .

ACCEPTING CUSTOMER PAYMENT FOR NON-STORE PURCHASED

GEEKMOBILE INVENTORY AND SERVICES (Post - l i cense p lat ing AOP)

CASH/CHECK PAYMENT

1. Agent completes work .

2 . Agent adds necessary notes to serv ice ca l l in STS . Agent a lso adds a l l par t and labor

l ines as needed into STS .

3 . Agent co l lec t s cash/check payment and ref lect s th is in STS us ing the system to notate

t ransact ion t ype. NOTE: A l l check t ransact ions need to a lso have the customers Dr iver s

L icense and date of b i r th on check and should be made payable to : BEST BUY.

4. Agent c loses serv ice ca l l .

5 . Agent returns to s tore and r ings the par t s and labor through POS along wi th an add-on

SKU (6235683) . The add-on SKU has no value. This i s done so that a new serv ice order

is not c reated in STS . This should be done for a l l 1-800 Sales , products , and serv ices

up-sel ls .

6 . Agent processes ESC t ransact ion the same as a regular order .

CREDIT CARD

1. The Agent completes the STS Order for serv ice or product prov ided to the customer

adding par t s and labor l ine i t ems to STS .

2 . The Agent processes the C redi t Card transact ion us ing the bui l t - in STS function.

3 . The Agent c loses the serv ice ca l l and pr int s an invoice for the customer.

NOTE: C redi t Card t ransact ions are author i zed against an indiv idual s tore through STS and

then keyed against an indiv idual s tore through RESA. I f t he Agent i s unable to get into STS

f rom the customers home, they wi l l need to document c redi t card # and go back to the s tore

to r ing up at POS.

8/14/2019 Da Handbook 041204

13/40


EYES ONLY COMMUNIQU

2.6 - ADDITIONAL TOOLS

When work ing in the f ie ld , you may of ten f ind a need for a tool t hat i s not par t of your

s tandard issue tool k i t . Whi le these tools are not mandatory or prov ided by the company ,

you may f ind benef i t in car r y ing the fo l lowing suggested i t ems:

Laptop computer

Ext ra IDE cables

USB cable

USB/PS2 adapters

Vol tage meter

PC I NIC w/dr ivers ( some areas wi l l have th is par t in thei r Geekmobi le)

Wire less USB adaptor ( some areas wi l l have th is par t in thei r Geekmobi le )

Smal l t oolk i t (ex t ra sc rews, jumpers , smal l sc rewdr ivers , et c . )

Paper c l ips ( f or r emoval of cds f rom dead cd- rom dr ives )

B lank CDs

USB pen dr ive

Por table CD burner

PS2/AT adapter

Leatherman

Per formance Tool ( r at chet sc rewdr iver w i th magnet ic te lescoping t ip and f lashl ight)

8/14/2019 Da Handbook 041204

14/40


EYES ONLY COMMUNIQU

2.7 - DOUBLE AGENT TIME SHEET PROCESS

The t ime card process is c lear ly the most impor tant to the Double Agent , How do I get

paid? The process and t ime card is s t ra ight forward and has every th ing that you need

r ight on i t . What t ime d id you s tar t , what t ime d id you break for lunch, what t ime d id youstar t again af ter lunch, what t ime d id you end your day .

S tar t t ime and logging of hours :

Going to the s tore before your f i r s t ca l l : I f you do not have a serv ice ca l l scheduled at

the s tar t of t he day and you repor t t o the s tore , your in t ime is the t ime that you enter

the s tore .

Going d i rect ly to your f i r s t serv ice ca l l : I f you have a serv ice ca l l scheduled a t the s tar t

of your day and you dr ive d i rect ly f rom home to your f i r s t job , your in t ime is the t ime

that that you leave your house. STS wi l l es t imate the amount of t ime necessary to get

f rom your home store to your f i r s t serv ice ca l l . I f i t occurs that you are c loser to your

f i r s t serv ice ca l l t hen your home store you are a l lowed to dr ive d i rect ly there , otherwise

you are expected to repor t t o the s tore . A major i t y of t he t ime STS wi l l g ive you or 1

hour dr ive t ime.

Ending t ime and logging of hours :

When leav ing f rom the s tore : The out t ime is when you leave the s tore .

When leav ing your las t serv ice ca l l : When you are return ing home di rect ly f rom a serv ice

cal l your out t ime would be the t ime that you arrrive home . I t i s t echnical ly the end

of your day and is the same as when leav ing f rom the s tore .

Rest Per iod and Meal Per iod:

This pol icy var ies f rom state by s tate .

I t i s impor tant that you know and fo l low al l appl icable s tate rest and meal per iod

requi rements .

S tandard Best Buy Requi rements ( t h is i s t he minimum requi rement i f t here are no s tatespec i f i c laws noted for that appropr iate s tate below)

1. Employees are permi t ted a 15 minute rest break for every 4 hours of work . They

should be paid dur ing th is break . (See page 20 of the employee handbook )

2 . Employees are requi red to receive a m inimum of 30-minute meal per iod dur ing a 7 .5

hour or longer sh i f t . (Var ies depending on s tate law)

3. A l l hour ly employees must record thei r t ime in and out v ia t ime card sheets . T ime

sheets must be turned into the Operat ions Superv isor or Senior by 10:00am each

Sunday in order to be paid for t he prev ious weeks hours . T ime sheets are only va l id

i f t he employee and Sales/General Manager s ign them.

4. Hours worked must be rounded of f t o the nearest 15 minute inc rement . I f employers

records are inaccurate or inadequate, t he Depar tment of Labor wi l l r e ly on

test imony of employees to establ ish a Fa i r Labor S tandars Act ( FLSA) v io lat ion.

8/14/2019 Da Handbook 041204

15/40


EYES ONLY COMMUNIQU

STATE STATE REQUIREMENT DOUBLE AGENT TRAINING MESSAGE

C AL IF OR NI A R ES T P ER IO DS : A 1 0 m in ut e r es t p er io d

per 4 hours must be provided to hourly

employees.

Since Double Agents wi l l not be scheduled through

CBS; I t is the employees responsib i l i ty to take th is

rest period. Must inform thei r manager that they

need to take thei r rest period i f the 4 hours are

approaching.

CAL IF ORN IA MEAL PER IODS : An empl oyee may not

work for more than 5 hours without a

meal period of not less than 30 minutes.

I f the employee works for more than 10

hours per day, a second 30 minute meal

period is requi red.

Since Double Agents wi l l not be scheduled through

CBS; i t is the employees responsib i l i ty to take

thei r meal break prior to 5 hours approaching.

Must inform thei r manager (or the Geeksquad

dispatcher) that they need to take thei r meal

break.

C AL IF OR NI A O NE D AY O FF I N S EV EN : E ve ry e mp lo ye e

is enti t led to receive one day off in seven.

One day off each week wi l l be b locked in STS so

that employees are not scheduled

CAL IF ORN IA OVER TIME: mus t be pai d at one and

one-hal f t imes the regular rate of pay for

every hour worked after 8 hours in one

workday. Overtime must be paid at the

rate of double the regular rate of pay for

every hour worked after 12 hours worked

in one workday.

C AL IF OR NI A E mp lo ye es wi ll be tr ai ne d t ha t t he y m us t

get permission from thei r Manager beforethey can go into overtime. Overtime wi l l

automatica l ly be ca lcu lated in CBS as

long as the hours are entered.

CAL IF ORN IA MI NIMUM OF 2 HOUR S PAY FOR WORK : I f

an employee is on cal l and completes

work that amounts to less than two hours,

he/she must be paid a minimum of t wo

hours of work.

In tra in ing employees wi l l be tra ined that they

must round any t ime worked up to 2 hours, and

record th is on thei r Weekly T ime Sheet.

C AL IF OR NI A S PL IT S HI FT S: W he n a n e mp lo ye e w or ks

a spl i t sh i ft , 1 hours pay at the minimum

wage shal l be paid in addi t ion to t he

minimum wage.

Employees wi l l automatica l ly be paid via Cambel l

i f they work a sp l i t sh i ft . (as long as th is t ime

is recorded on thei r t ime sheet. CBS wi l l do the

calculation to ensure employee is paid per state

requi rements for Spl i t Shi fts.

CAL IF ORN IA UNIF ORMS : Uni f or m c har ges are

prohib i ted

Does not need to be mentioned in tra in ing

MINN ESOTA UNIF ORMS : Uni f or m c har ges are

prohib i ted


KANSAS No s tate spec i f ic requi rements regardingto hours worked

Fol low standard Best Buy Pol icies

W IS CO NS IN N o s ta te sp ec if ic re qu ir em en ts re ga rd in g

to hours worked


ARI ZONA No state spec i f ic requi rements regarding

to hours worked


OHIO No s tate spec i f ic requi rements regarding

to hours worked


MICHI GAN No st ate spec if ic requi r ement s regar ding

to hours worked


CON NETI CUT UNIF ORMS : Uni f or m C harg es ar e

prohib i ted


N EW J ER SE Y N o s ta te s pe ci fi c r eq ui re me nt s r eg ar di ng

to hours worked


NEW YORK ONE DAY OFF IN SEVEN: is requi red

(cannot be on-cal l i f i t leaves you with

zero days off with in a 1 week period) .

One day off each week wi l l be b locked in STS so

that employees are not scheduled

UNIFORMS: Uni form Charges are

prohib i ted


P EN N SY LV AN I A M EA L B R EA K S: Ho ur l y e mp lo y ee s m us t b e

provided with a 30 minute meal period in

the f i rst 5 hours of work

Since Double Agents will not be scheduled through C BS; it is

the employees responsibility to take their meal break prior to

5 hours approaching. Must inform their manager (or the Geek

squad dispatcher) that they need to take their meal break.

8/14/2019 Da Handbook 041204

16/40


EYES ONLY COMMUNIQU

RHODE

ISLAND

SUNDAYS: Hourly employees who work on

Sundays must be paid T ime + one-hal f f or

hours worked on Sunday

When time sheets are entered into Cambell, the time and

one-half will automatically be calculated for hours worked on

Sunday.

ARIZONA NO state speci f ic requi rements regardi ng

to hours worked

Does not need to be mentioned in t raining

TEXAS ONE DAY OFF I N SEVE N: Empl oyees who

work more than 30 hours a week must be

provided a minimum of 1-day-off- in Seven.

One day off each week will be blocked in STS so that

employees are not scheduled

W AS HI NG TO N M EA L B RE AK S: E mp lo ye es mu st re ce iv e a

30 minute meal period with in the f i rst 5

hours of work.

Since Double Agents will not be scheduled through CBS; it is

the employees responsibility to take their meal break prior to

5 hours approaching. Must inform their manager (or the Geek

squad dispatcher) that they need to take their meal break.

8/14/2019 Da Handbook 041204

17/40


EYES ONLY COMMUNIQU

2.8 - ON-CALL

The Geek Squad serv ices a re ava i lab le 24/7 even though Best Buy s tores do not operate

on the same schedule . We are ab le to manage these expanded hours by es tab l i sh ing an

On-Cal l Agent ro tat ion .

By nature , on-ca l l means that you and your exper t i se cou ld be ca l led upon at any t ime and

you wi l l need to be ready. As wi th any other scheduled sh i f ts , consumpt ion of a lcoho l i c

beverages or medicat ions which would p roh ib i t your ab i l i ty to work i s p roh ib i ted .

How On-Cal l Works :

Dur ing des ignated on-ca l l sh i f ts , you MUST have your phone tu rned on at a l l t imes . I f

you are t rave l ing , s tay in ce l l range and keep your phone charged at a l l t imes . Whi le

you can go about your regu lar bus iness whi le be ing on-ca l l , we do ask that there i s a

computer wi th In ternet access wi th in a rms reach at a l l t imes . I f you get an Emergency

serv ice job , your phone wi l l be sent an STS a le r t not i fy ing you of the added job and a l l

the per t inent deta i l s . Your job i s to be there on t ime, in good fo rm and ready to work

your magic . That s bas ica l l y i t .

How you are pa id :

Th is may vary between s tates . In most s ta tes , i f you re turn a ca l l and ta lk longer than 2

minutes , you are c red i ted wi th 1 hour o f work . In CA , th is min imum c red i t i s 2 hours . I f

you get d ispatched to a job when on-ca l l , you wi l l get pa id f rom the t ime you leave your

house unt i l the t ime that you re turn .

Note :

I f you have any quest ions about s ta te-spec i f i c labor laws , p lease consu l t your manager .

8/14/2019 Da Handbook 041204

18/40


EYES ONLY COMMUNIQU

2.9 - PASSWORD POLICY

The purpose of th is pol icy i s t o suppor t t he secur i t y of our networks wi th s t rong

passwords . This pol icy i s f or both STS and Geek Squad e-mai l (Exchange) . These are the

guidel ines that must be fo l lowed when prompted to change your password.

10 characters m in imum

Alphanumer ic (both let ter s and numbers )

Mixed case (upper AND lower )

No d ic t ionary words

Expi res 90 days max imum

No repeats for 24 passwords (6 years )

Your password is yours and yours only . Your password a l lows access to conf ident ia l

c l ient informat ion inc luding f in ica l and sales data . Under no c i r cumstances should your

password be shared wi th anyone.

8/14/2019 Da Handbook 041204

19/40


EYES ONLY COMMUNIQU

2.10 - SOFTWARE POLICY

This procedure d iscusses corporate pol icy on sof tware.

It s pretty simple:

Use only Geek Squad/Best Buy approved sof tware to repai r machines

Do not use i l legal ly obta ined sof tware

Do not ins ta l l sof tware on a c l ient s machine unless they have a l i cense for i t

(or ig inal d isks and cor responding ser ia l number or product key )

Do not use Geek Squad/Best Buy/personal ser ia l numbers or product keys on c l ient

sof tware

Do not g ive c l ients Geek Squad/Best Buy/personal ser ia l numbers/product keys

Do not leave shareware/ f reeware/ t r ia l -ware ( that you may have used to c lean thei r

machine) ins ta l led.

I f a c l ient does not have thei r orig inal sof tware, but they can produce an or ig inal

sof tware l i cense/ser ia l number /product key , you may then insta l l i t f r om our backup

sof tware

What i f i l legal sof tware is on the machine BEFORE we ar r ive on-s i te?

Pol i t e ly educate the c l ient on your f ind ings

DO NOT accuse them of i l legal act iv i t ies (a lways assume they don t know)

Prov ide solut ions for them to become legal

Al though cer ta in i l legal dr iven P2P (KaZaA, Morpheus , et c ) appl icat ions can be

used legal ly to obta in non-copyr ight data , do not suggest us ing these programs to

the c l ient

8/14/2019 Da Handbook 041204

20/40


EYES ONLY COMMUNIQU

2.11 - HEALTH INSURANCE PORTABIL ITY AND ACCOUNTABIL ITY ACT (HIPAA)

Goal : To protect the pr ivacy and r ights of customers and Agents .

In Apr i l 2003, the H IPAA Pr ivacy Rule establ ished a set of nat ional s tandards for the protect ionof ind iv iduals heal th informat ion. The Pr ivacy Rule s tandards address the use and d isc losure

of ind iv iduals heal th informat ion by heal th care organizat ions as wel l as those that m ight

have access to that informat ion.

I f an Agent has a serv ice ca l l at a heal th care fac i l i t y or a locat ion that has access to

pr ivate heal th care informat ion, t hat Agent may be asked to s ign documents address ing the

non-disc losure of informat ion that an Agent may see. I f asked, an Agent should comply and

mainta in a copy of any documents for t he Agent s own records .

Geek Squad understands the impor tance of personal pr ivacy and respects the pr ivacy of

indiv iduals . Our pol icy i s t o uphold H IPAA pr ivacy ru les and s tandards wi thout compromise or

except ion. Personal informat ion held by a heal th care prov ider i s NEVER to be d isc losed to

anyone.

(See at tached form in Appendix )

8/14/2019 Da Handbook 041204

21/40


EYES ONLY COMMUNIQU

2.12 - TAKING COMPUTERS OFF-SITE

As a las t resor t , i f an Agent becomes s tuck o r cannot so lve a p rob lem ons i te , the

computer may need to come in to the s tore fo r fu r ther d iagnost i cs . Before th is

happens , severa l resouces shou ld be exerc ised . F i rs t , contac t another Agent fo r he lpor perspec t i ve on the s i tuat ion . Next , a ca l l to Leve l 2 Guidance may be in o r der . A

d i f fe rent Agent may a lso be d ispatched at a la ter date/ t ime to p rov ide a second set

of eyes . I f these methods are not success fu l and the Agent cannot reso lve the i ssue ,

the cus tomer shou ld be ins t ruc ted to b r ing the computer in to the Tech Bench . Th is i s

usua l l y reserved fo r computers wi th ser ious hardware prob lems where i t i s impr ac t i ca l to

car ry rep lacement par ts o r where su i tab le par ts a re not ava i lab le . The cus tomer i s s t i l l

charged an es t imate fee* fo r the on-s i te v i s i t and the CUSTOMER must b r ing computer in

NOT THE AGENT. Th is i s fo r l iab i l i ty reasons , and must a lways be adhered to at no

point shou ld the cus tomer s PC be in possess ion of a Geek Squad Agent . When sending a

computer in f rom the f ie ld , the fo l lowing s teps must be fo l lowed:

The Agent must contac t Gu idance and in form them of the serv ice ca l l s sta tus .

Guidance wi l l make the appropr ia te updates in STS.

The c l ient must be in formed of the es t imated cos t and cur rent tu rnaround t ime.

I t must a lso be made c lear that i t i s the c l ient s respons ib i l i ty to both de l i ver the

machine to the tech bench and p ick the computer up when serv ice i s complete wedo not t ranspor t them.

* I f the Agent cannot complete the job due to a lack o f knowledge on the sub jec t , the fee

may be waived .

*Any quest ions about when to charge and when not to charge should be d i rec ted to

Guidance .

8/14/2019 Da Handbook 041204

22/40


EYES ONLY COMMUNIQU

3.1 - STS OVERVIEW

STS is our web-based database and schedul ing sof tware. Some other funct ions inc luded

in STS are :

Your work schedule

C l ient database (master ro lodex )

Serv ice ca l l database

STS te l l s you where you need to be, what t ime you have to be there , how to get there ,

and what you need to do once you get there . I t i s where you keep t rack of a l l your job

notes , handles a l l customer informat ion, and manages your schedule . See the Geek

Squad STS Manual for more informat ion.

EXPENSEIT!

ExpenseI t ! i s a web based program that you can use for expens ing random fees that you

come across . These random fees may inc lude but are not l im i ted to :

Gas from a s tation that does not accept the gas card

Car washes f rom a non-gas s tat ion car wash Park ing fees

Toll fees

See the at tached appendix for deta i ls on th is appl icat ion.

8/14/2019 Da Handbook 041204

23/40


EYES ONLY COMMUNIQU

3.2 - WAP POLICY AND PROCEDURE

WAP Info onl ine:

ht tp : / /www.spr intpcs .com

Keep your phones ROM Updated

Be sure to check wi th Spr int t o see i f your phone has a ROM upgrade avai lable . Your phone

wi l l work wi thout i t , but i t w i l l work bet ter i f you go to Author ised Spr int Serv ice Center

and get the ROM f lashed wi th an upgrade - i t s f ree and i t t akes 5 m inutes to do. Use the

fo l lowing l ink for locat ions :

ht tp : / /www1.sprintpcs .com/suppor t / f indAnswers/ fas/StoreLocator. j sp

GEEK SQUAD WAP ENABLE SERVICES

To access Geek Squads WAP serv ices , do the fo l lowing:

1 . 1 . H i t t he Web but ton on the phone.

2 . Press the top r ight but ton that w i l l ac t ivate the webs i te address sc reen.

3 . Choose the go to URL opt ion opt ion 74. Choose address

5. Type mai l .geeksquad.com\sts (w i thout the quotat ion marks )

6 . The f i r s t t ime you logon you wi l l need to choose the S ign on

7. enter user name and password

8. At th is t ime you may need to h i t t he Top R ight button again to choose the OK opt ion.

9 . Af ter in i t ia l logon you can choose the quick logon opt ion.

10. Af ter logon is complete choose the F leet MGR opt ion

11. I t w i l l t han ask you for your P IN, the P IN wi l l be your 10 d ig i t phone number.

12. The system may ask for your odometer reading which you would enter at t h is t ime.

13. The system may return back to The Geek Squad Homepage, th is i s acceptable as you

may not have your car yet .

Note: When you change your password in STS , i t may be necessary to go through the manual

login process again to save the new quick login informat ion in your phone.

Once you have logged in to STS , you can per form the fo l lowing funct ions by se lect ing theappropr iate opt ion f rom the menu d isp layed on the WAP page.

* Process C redi t Card payments

* Search Master Rolodex Records , v iew permanent c l ient notes and d ia l c l ients d i rect ly

f rom thei r r ecord .

* Access your Dai ly Schedule i t knows who you are automat ica l ly .

* Submit your Geekmobi le odometer readings .

* Emai l invoices to c l ients

8/14/2019 Da Handbook 041204

24/40

8/14/2019 Da Handbook 041204

25/40

8/14/2019 Da Handbook 041204

26/40


EYES ONLY COMMUNIQU

8/14/2019 Da Handbook 041204

27/40


EYES ONLY COMMUNIQU

3.5 - MORNING/END OF DAY PROCEDURES

The fo l lowing gu ides can used at the end of your day or the beg in ing of your day to

prepate your fo r what i s to come.

Goal : To avo id surpr i ses and to keep your day under cont ro l

BEGINNING OF DAY

Look over your serv ice ca l l s fo r the day . Look fo r red f lags l i ke :

Does the desc r ip t ion match the quoted serv ice?

Does the job make sense? Can i t be f i xed? I s i t worth the c l ient s money?

Are par ts needed? I f so , do you have them or wi l l you have to get them?

Dr ivers / Sof tware - do you need to download any th ing ahead of t ime?

Dr ive t ime - i f d r i ve t ime i s insuf f i c ient , contac t Gu idance .

Pr in t schedule .

When an Agent has a job f i rs t th ing in the morn ing , they wi l l repor t to the c l ient s house

f i rs t ins tead of the i r Bes t Buy Locat ion . The Agent shou ld a r r i ve 5 minutes ear l y as we

do wi th a l l serv ice ca l l s .

Be sure to g ive yourse l f p lenty o f t ime to get to your f i rs t job . Your whole day can be

thrown of f jus t by be ing a few minutes la te .

I f there a re no job s scheduled f i rs t th ing in the morn ing , the Agent wi l l be go ing to the

Best Buy s tore which they are s tat ioned to ass is t in any computer - re la ted serv ice that

they can . The Agent wi l l a l so be there to ass is t wi th the se l l ing o f any Geek Squad

serv ices .

END OF DAY

At the end of each day rev iew your schedule fo r tomorrow and p lan any necessary spec ia l

p reperat ion .

Be sure to complete any s tore POS t ransac t ions that may be necessary .

C lose out any open serv ice ca l l s .

8/14/2019 Da Handbook 041204

28/40

8/14/2019 Da Handbook 041204

29/40


EYES ONLY COMMUNIQU

This paragraph should inc lude any usernames , passwords , wep keys o r another v i ta l in format ion

that would be necessary to log back in to the router o r computer i f necessary. Document and

inform cus tomer o f appropr ia te ways to p revent i ssues f rom happening aga in , and what s teps

they cou ld take to keep the computer runn ing .

F ina l l y , document and c lose the serv ice ca l l . The c los ing shou ld be s tated as Case Closed! Th is

prov ides a s tandard c los ing that i s un i fo rm ac ross a l l ca l l s .

Lastly , performed a system tune-up and optimization to help overallperformance of computer. Case Closed!

A desc r ip t i ve set o f notes i s a v i ta l par t to p revent be ing reca l led and the bes t way to ensure

that a c l ient i s aware and in formed of what was done and suggest ions of what cou ld be done t o

prevent the prob lem f rom recur r ing . There shou ld be at LEAST one paragraph of notes fo r each

hundread do l la rs spent .

CASE CLOSED!

8/14/2019 Da Handbook 041204

30/40


EYES ONLY COMMUNIQU

3.7 - CALL BACK ALERTS

Cal l back not i f i cat ions (v ia emai l or t ext page) must be handled wi th in 2 hours . Geek

Squad customers pay for premium suppor t , and we wi l l de l iver noth ing less . Customers

may have a s imple quest ion or have a p roblem that i s t ota l l y unre lated to the serv ice youprov ided. Knowing you re the exper t , t hey want to ta lk to you about i t! Cal l ing back

with in 2 hours of receiv ing the message is par t of t he premium suppor t you prov ide your

customers .

Appropr iate t imes for return ing cal ls :

1 . When id le . I f you have downt ime and receive a message to ca l l back a customer,

th is i s t he t ime. I f you don t do i t now, you may pro ject a less- than-s te l lar image

of the Geek Squad and poss ib ly lose the oppor tuni t y avoid a recal l a l together by

deal ing wi th the customer s quest ions immediate ly .

2 . Between jobs . I f you are en route between jobs and receive a message, ca l l t hem

back immediate ly . We value your l i ves , so p lease pul l over to make those cal ls i f at

a l l poss ib le .

3 . At the customers house. At t imes , you wi l l receive not i f i cation to ca l l a c l ientwhen you ar r ive at a new job. The new customer, as wel l as the one request ing a

cal l back , have an expect ion: t hey both are pay ing for premium serv ice , and that i s

what they expect . Even though we charge f lat r ates , r ecognize that the customer s

t ime is va luable too. Good ways to make a ca l l back whi le at a d i f ferent c l ient s

house would be:

a . S tar t r unning d iagnost ics ( i .e . , V i rus scan, Spyware scan, et c . ) , and excuse

yoursel f f or a moment . Inform the customer that you need to return a

cal l and expla in what s happening wi th thei r computer. When you return ,

apologi ze for t he inter rupt ion, and resume your work .

b . Otherwise, inform your customer that that you need to excuse yoursel f

for a moment to return a ca l l . I f necessary , s tep outs ide to confer w i th

the cal l back customer. Balance is key : use your judgement and act

accord ingly .

4 . When of f-duty , or af ter hours , ca l l backs are not mandatory . You are requi red to

return those cal l w i th in the f i r s t 2 hours of the s tar t of your next sh i f t .

5 . In the event you are unable to reach the customer, leave a message s tat ing who you

are, why you are ca l l ing , t he t ime of the ca l l , and inst ruct ions to contact Guidance

again when avai lable . You should never leave your ce l l phone number wi th a

customer as they may suddenly become your best f r iend! I f t he customer does not

have voice mai l or an answer ing machine, contact Guidance and communicate the

det ia ls of t he attempt . They wi l l t ake i t f r om there .

8/14/2019 Da Handbook 041204

31/40


EYES ONLY COMMUNIQU

3.8 - RECALLS OR WARRANTY WORK

RECALLSDef in i t ion : t o return to a customer s home af ter serv ice has been per formed, due to :

a ) r ecur r ing problem

b) new problem occur ing af ter serv ice was per formed

c ) t he customer s expectat ions were not met

In any of the above s i tuat ions , Guidance wi l l not i f y the Agent that a customer has

requested a ca l l back . When the cal l i s r eturned, severa l t h ings are accompl ished:

The customer i s reassured that we wi l l l i ve up to our serv ice guarantee

The Agent i s able to determine i f t h is problem is re lated to the work done ons i te

The Agent can assess whether addi t ional serv ice charges apply

I f i t i s determined that addi t ional charges apply , i t i s impor tant to approach the customer

wi th tact . The last th ing anyone wants to hear i s t hat thei r computer i s going to cost them

more money!

I t i s impor tant to reassure the c l ient and prov ide helpfu l suggest ions for resolut ion,

regardless of who was respons ib le for a new or recur r ing problem. Show empathy for the

customer, and recognize that they wi l l need to set as ide more t ime to get thei r computer

work ing again . Ins t ruct them to ca l l Guidance and schedule a new serv ice ca l l . I f you th ink

the issue is outs ide the scope of your capabi l i t ies , r ecommend that the customer request a

di f ferent Agent . There is no shame in admit t ing you are not the best at every th ing, in fact

i t shows your conf idence in the depth and knowledge of your fe l low Agents .

THE SPEC IAL/NEEDY/HIGH MAINTENANCE CUSTOMER

There wi l l a lways be chal lenging customers - - and they need to be regarded d isc reet ly

and wi th a gent le hand. You are a guest in the customer s home, and that s impor tant

to remember. I f a customer becomes d isgrunt led, r emain ca lm and ask what you can do

to help make th ings bet ter . I f t he customer s request seems unreasonable , confer w i th

Guidance on how to best accommodate the c l ient. Remember, i t i s impor tant to keep the

customer s BEST interest in m ind when t r y ing to resolve thei r i ssues .

8/14/2019 Da Handbook 041204

32/40


EYES ONLY COMMUNIQU

4.0 - RED FLAGS

GOAL: Ident i fy b ig i ssues which can make or b reak the ef fec t i veness of a serv ice ca l l

and/or a cus tomer s sat i s fac t ion .

Technica l

Use of Message Boards

Technica l Serv ice Ca l l Research

L iab i l i ty Waiver/Data Loss

Vi rus Removals

Behav iora l

Ca l l Backs

Tunnel V is ion

Pr i c ing Phobia

Cr is i s Addic t ion

Know your L imi tat ions

Punctua l i ty

Good F ie ld Notes

8/14/2019 Da Handbook 041204

33/40


EYES ONLY COMMUNIQU

4.1 - TECHNICAL RED FLAGS

USE OF MESSAGE BOARDS

The Geek Squad message boards are a good p lace to communicate other Agents across thecount r y , share funny s tor ies , post helpfu l f i xes and ut i l i t ies and ask quest ions .

To access the message boards , log in to Miss ion Cont ro l (ht tps : / /mai l .geeksquad.com/ ) and

c l ick the l ink that says Geek Squad Message Board.

TECHNICAL SERVICE CALL RESEARCH

It i s a good idea to check your dai ly schedule in the morning or the n ight before and look

through the notes of your jobs for t he day . I t i s very helpfu l t o be aware of potent ia l

problems ahead of t ime so you can research the issue a l i t t le b i t before heading out to the

c l ient s locat ion.

LIABILITY WAIVER/DATA LOSS

The l iab i l i t y waiver i s a form to protect yoursel f when there is a chance for data loss or

damage to the system. I f a c l ient refuses to take your adv ice ( i .e . hard dr ive is fa i l ing ,

and c l ient does not want to replace i t , f a i l ing power supply that m ight damage other

components ) , in form them of a l l t he potent ia l r i sks and i f t hey s t i l l r efuse, have them readand s ign a l iab i l i t y waiver s tat ing that you informed them of potent ia l problems and they do

not want us to per form the requi red serv ice . I t he lps protect you when something you knew

was going to fa i l does just that .

Another t ime to use the l iab i l i t y waiver i s when i t i s necessary to format and re- insta l l

(on ly in ext reme cases should a format be per formed, but somet imes i t i s necessary ) . C l ients

of ten assume every th ing wi l l be just l i ke before when format t ing and re insta l l ing . I t i s

very impor tant to spel l out the real i t y IN WRITING, and inc lude language that spec i f i ca l l y

descr ibes what wi l l be gone when you complete the format and re- insta l l . The form is

avai lable at ht tps : / /mai l .geeksquad.com/forms/L iabi l i t yWaiver.htm

VIRUS REMOVALS

I t i s ext remely common for v i ruses to return af ter we remove them. Heres a good check l is t :

update the DAT f i le , r un a f ina l scan, set for auto-detect and upgrade. Each t ime an invoice

contains the word v i rus the V i rus T ip sheet wi l l pop-up when the job is c losed. This

should be pr inted and g iven to the c l ient before you leave the scene.

8/14/2019 Da Handbook 041204

34/40


EYES ONLY COMMUNIQU

4.2 - BEHAVIORAL RED FLAGS

RETURNING PHONE CALLS

Return c l ients phone ca l l s in a t imely manner . I f you cannot get aho ld o f a c l ient a f te r

Guidance has in formed you that they need to speak wi th you , leave a message and t ry to

contac t the c l ient la ter on . I f you s t i l l cannot reach the c l ient a f te r t ry ing to contac t them a

few t imes , in form Guidance so they can document that you have t r ied to ca l l the c l ient back .

TUNNEL VISION

Don t lose t rack o f t ime. There are o ther jobs and cus tomers wai t ing . G ive yourse l f a rea l i ty

check every 20 minutes - Are you on t rack to complete the work - o r does th is job need to

be esca lated or rescheduled?

PR ICING PHOBIA

You are a member o f the Geek Squad. People a re not pay ing fo r your t ime - but fo r the years

i t took you to learn what you know to f i x these prob lems fas ter and bet ter t han any other

company on the p lanet . They are rent ing your b ra in .Be sure to charge fo r every p r ob lem you

so lve . I f you fee l l i ke g iv ing someth ing away , g ive some good adv ice and a sp i f fy t -sh i r t ,

both wi l l a lways be appr icated .

CR ISIS ADDICTION

Don t get add ic ted to the adr ene l ine rush . That s when you overwork yourse l f in to a f renzy

of ac t i v i ty , on ly to burn out and drop the ba l l fo r c l ients . Pace yourse l f , keep good notes ,

and make sure to ca l l fo r backup i f you need he lp . Marathons are never won by spr in ters .

KNOW YOUR L IMITATIONS

Every Agent wi l l have one those jobs that e i ther does not make sense or maybe jus t needs

an ex t ra set o f eyes on the prob lem. Don t be af ra id to ask your peers fo r he lp . They wi l l

be one of the bes t resources be ava i lab le to you . I f you re in over your head, le t Gu idance

know and they can ass is t you in e i ther reschedul ing the job or get t ing you in contac t wi th

someone who may know the answer .

PUNCTUAL ITY

Be on t ime to scheduled jobs . T ry to a r r i ve a t leas t 5 to 10 minutes ear l y to a l l jobs . I f you

f ind your se l f runn ing beh ind , ca l l the c l ient and in form them of your ETA and then keep

them in formed i f you cont inue to run la te .

GOOD F IELD NOTES

Take good f ie ld notes . Complete , g reat , except iona l f ie ld notes in fac t . These notes wi l l

not on ly he lp you i f you have to ta lk a c l ient that was serv iced a month ago , but a lso he lp

other Agents determined the scope of work that you prov ided . Good f ie ld notes wi l l p rotec t

you , the c l ient , and va l idate the c red ib i l i ty o f your work .

8/14/2019 Da Handbook 041204

35/40

WEEKLY TIME SHEET (FOR DOUBLE AGENTS ONLY)

Online only. 2/04 Part #P00272

Date In Out In Out Total

Sunday

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Total

Employee Name:

Employee #:

Home Loc:

I have reviewed the above information and verified that it is an accuratereflection of my hours for this week. Failure to record and submit my timeaccurately may result in incorrect payments to me.

Employee Signature

Manager Approval

This weekly time sheet must be turned in with a managers signature tothe Admin Senior NO LATER THAN 10 a.m. on Sunday morning each week.

8/14/2019 Da Handbook 041204

36/40

HIPAA confidentiality agreement.doc Page 1 of 1

BEST BUY & SUBSIDIARIESHIPAA CONFIDENTIALITY AGREEMENT

Geek Squad Agents

I, ________________________________, have read and understand the Best Buy

policies, practices and procedures regarding the privacy of individually identifiable healthinformation (or protected health information (PHI)), as mandated by the Health InsurancePortability and Accountability Act of 1996 (HIPAA). In addition, I acknowledge that I havereceived training in the Best Buy policies, practices and procedures concerning PHI use,disclosure, storage and destruction as required by HIPAA.

In consideration of my continued employment, I hereby agree that I will not at any time either during my employment or association with Best Buy, or after my employment orassociation ends use, access or disclose PHI to any person or entity, internally or externally,except as is required and permitted in the course of my duties and responsibilities with BestBuy, as set forth in Best Buy privacy policies, practices and procedures or as permitted underHIPAA. I understand that this obligation extends to any PHI that I may acquire during the

course of my employment or association with Best Buy, whether in oral, written or electronicform and regardless of the manner in which access was obtained.

I understand and acknowledge my responsibility to apply Best Buy policies, practicesand procedures during the course of my employment or association. I also understand thatunauthorized use or disclosure of PHI will result in disciplinary action, up to and including thetermination of employment or association with Best Buy and the imposition of civil penalties andcriminal penalties under applicable federal and state law, as well as professional disciplinaryaction as appropriate.

I understand that this obligation will survive the termination of my employment or end ofmy association with Best Buy, regardless of the reason for such termination.

I understand that the term Best Buy as used herein refers to Best Buy Co., Inc. and allof its direct and indirect subsidiaries.

Dated:Signature

8/14/2019 Da Handbook 041204

37/40

8/14/2019 Da Handbook 041204

38/40


EYES ONLY COMMUNIQU

AGENT INVENTORY L IST

POST-L ICENSE PLATING

QTY SKU DESCRIPTION NOTESHardware

1 F loppy dr ive

1 80GB HD

1 Internal CD-RW Dr ive

1 256MB PC 2100 DIMM

1 128MB PC 133 DIMM

1 56K v92 Modem

1 Power Supply

2 Wire less Opt ica l Keyboard and Mouse

2 128 MB USB Key Dr ive

2 USB Cable

2 Surge Protectors

Network ing

2 Wire less G Notebook Card

2 Wire less G Desktop Card

2 Wire less G Router

2 Wire less USB Card

1 Wire less G Game Adapter

2 10/100 NIC

1 25 Patch Cable

2 14 Patch Cable

2 7 Patch Cable

2 Wire less S ignal Boosters

2 Wire less Opt ica l Mouse

Sof tware

2 Microsof t XP Home Edi t ion Upgrade

2 Of f ice S tandard for S tudents and Teachers

2 Of f ice XP S tandard

10 Nor ton A/V 2004 TB

10 Spysweeper

1 Microsof t XP Pro Upgrade

2 Microsof t XP Pro Fu l l

2 Microsof t XP Home Ful l

Adapt ive Sku L is t

1 120GB HD

1 DVD Dr ive

1 512 PC 2100 Memory

1 V ideo Card

1 Sound Card

8/14/2019 Da Handbook 041204

39/40

8/14/2019 Da Handbook 041204

40/40

1.800.GEEK.SQUA

D

24HO

UR COMPUTE

R SUPPORTTASKFORCE

THE GEEK SQUAD GUARANTEEHeres the deal. You are the customer. If it werent for you, the Geek Squad wouldnt bein business. If, for any reason, you arent completely satisfied with the service youve

received, please call us. Well remedy the problem, free of charge.

Questions? Comments? Call 612-343-GEEK or Toll Free 1-800-GEEK SQUAD24 hours a day 7 days a week

or email us: [email protected]

NOTES:

Da Handbook 041204

Documents

Transcript of Da Handbook 041204