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Training Triage by Lou Russell

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image chapter 5

Technical and Process Training

Spinning the Wheels of Process

A help desk manager has emailed you asking for help with his team. Although his team uses very sophisticated software tools to help communicate issues, the tools aren't used consistently. Instead, each person has his or her own way of working, creating redundant work. Calls are not processed quickly, and big backlogs of work accumulate.

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What They Say—The Situation

You: What has happened that triggered this call?
Executive: Our help desk recently did a customer service ...

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