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Presenting ‘The Expert Corner’, a series of audio notes with experts and thought leaders across segments to help you power up your work, every week.

 

Today’s Agenda: Barclay Rae, IT service management consultant and author shares his expertise on ‘The Anatomy of a Service Call’. 

In this 2 minute video, @BarclayRae shares 3 levels you need to consider when involved in a support call that addresses a complaint.


Take a look.

 

Love this! @BarclayRae thanks for sharing your knowledge with us. Looking forward to hearing and learning from the upcoming episodes in this audio series.

Great to see @BarclayRae coming at this from a people perspective (rather than that of the ticket and the technology issue).

Its too easy to views these interactions as tickets, calls, incidents etc, whereas this is a highly complex human 2-way communication. Once that is understood then the Service Desk operation tends to get more support.

Its too easy to views these interactions as tickets, calls, incidents etc, whereas this is a highly complex human 2-way communication. Once that is understood then the Service Desk operation tends to get more support.

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