An instructor could ask about the device and desired outcome without collecting passwords. The session would focus on organizing, finding or transferring photographs. A plain-language recap would repeat the steps demonstrated, with a second meeting offered only if the customer wants to continue and has further questions to work through.
An illustrative example to adapt to your business. It does not represent a completed project in this municipality.
Does the first enquiry need a long form?
No. The device type, goal and a reply method may be enough initially. Readable labels and a clear confirmation matter more than a lengthy list of technical questions.
Can the service promise to recover every photograph?
Avoid promises before assessment. Present the session as help with organization or reviewing possibilities, then agree with the customer on what work can actually be undertaken.