Its not complicated at all, we charge $40.00 for a desktop bench fee, which allows us to start working and diagnose the issue, then we charge x.xx to fix the problem, which we notify the customer first before working on it. We charge $85.00 for a laptop and then x.xx to fix it
Explain to them what we will be doing, how we will fix their machine, we will take them step by step on how we will repair their machine. We will also call them and tell them the progress of their machine. When we are done we will call them to inform them what has been done and the outcome.
Yes we research on a daily basis, in our field, certifications only take you so far, you really needs to be hands on to learn.