Chapter 28. Handling an Incident Report

This chapter is about handling incident reports. In a broad sense, requests from customers are either a service request, an incident report, or a complaint. We can further explain this distinction by way of examples: A service request is someone requesting a new PC. An incident report is when someone reports that his or her PC isn’t working and needs to be fixed. A complaint is when someone reports that he or she is unhappy waiting so long for the PC to be fixed.

Handling an incident report can be difficult. We must interview the person to understand the problem, identify the issue, and follow through until the issue is resolved.

It may surprise you to learn that this process is similar to the sales process. ...

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