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From YouTube: 1 07 Rapport and the Hot Q
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A
So
another
thing
to
discuss
this
is
something
that
I
was
thinking
about.
With
respect
to
the
way
our
cues
run
as
we
make
this
move
continued
move
from
hot
cue
style,
working
to
assignment
style
working.
A
Anybody
want
to
talk
about
what
impact,
if
any
you
have
seen
on
rapport
when
you
have
multiple
people,
multiple
support
engineers
contributing
to
a
ticket
by
communicating
directly
with
the
customer,
does
it
does
it
work,
just
fine
and
tell
us
about
how
that
works?
Or
do
you
see
a
problem,
and
what
is
that?
I'm
just
really
interested
to
hear
what
people
have
observed.
B
I
think
it
really
depends
on
the
ticket,
like
I've
seen
some
instances
where
customers
are
like.
I
don't
like
that.
I
have
a
different
person
responding
every
time
and
I've
seen
some
where
it's
given
the
customers,
the
flexibility
to
really
kind
of
like
answer
in
their
own
time
and
no
matter
when
they
send
a
reply
out.
Someone
is
going
to
be
around
to
answer.
You
know
provided
like
time
zones
with
the
different
regions
match
up
and
everything.
So
I
think,
like
so
far
the
transition
to
assignment
has
been
different.
B
A
I
would
have
to
agree
that
every
ticket's
different
every
customer
is
different
and
and
the
way
they'll
respond
to
it
will
be
different
wondering
if,
in
that
situation,
if
you've
ever
observed
or
been
part
of
the
situation
there,
where
after
several
people
have
contributed,
maybe
you
you
wanted
to
suggest
a
certain
action
to
the
customer
that
that
maybe
they've
pushed
back
on
and
whether
you
felt
that
was
because
you
didn't
have
one
voice
working
with
them
right
that
there
wasn't
that
connection
with
them
and
they
weren't
sure
almost
like
well.
C
C
So
we
couldn't
build
rapport
and
we
couldn't
troubleshoot
them,
because
we
would
just
end
up
going
back
and
forth
on.
We
need
this
database
info
or
whatever,
and
that
can
be
very
frustrating
for
both
the
support
people
and
for
the
customers,
because
if
we
just
ask
for
the
same
thing,
repeatedly
doesn't
work
out
well
or
if
we
frustrate
them
by
accidentally.
Doing
a
repeat
question.