So yay for you, and yay for Apple. Just recently Guy and I have been discussing customer service and comparing it here, in England and in the US. No doubt whatsoever that US winds hands down.

The seminar sounds interesting, and certainly topical! I can imagine how complicated it must be. I did just a one month course with Cruz Roja a couple of years ago, because of the volunteer work I was doing at the time. Obvsiously, in a month you can only skim the surface, but it was very interesting and VERY complicated, and I think it will be even more complicated for you.