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From YouTube: 5 02 Enhance Customer Knowledge
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A
The
first
main
topic
here
is
just
learning
what
the
customer
needs
to
achieve
and
helping
them
to
achieve
it
on
an
ongoing
basis
without
contacting
us
right.
That's
the
ticket
deflection,
it's
thinking
about
not
just
how
do
I
solve
this
problem,
but
how
do
I
help
them
to
administer
the
product
better
going
forward?
How
do
I
happen
to
have
that
knowledge,
so
they
can
do
it
on
their
own.
A
And
it
does
bring
us
back
to
a
familiar
slide,
which
was
know
your
audience,
the
more
you
know
about
them,
the
more
you
understand
how
you
can
educate
them.
There
may
be
some
people
where
it's
you
can't
there's
not
in
a
position
to
to
receive
what
you
might
have
to
offer
so
you're
going
to
solve
the
problem
and
move
on,
but
I
think
most
of
the
time
there's
something
that
we
can
teach
them.
A
And
then,
in
addition
to
knowing
the
audience,
this
goes
back
again
to
bringing
them
along
slow
down.
As
you
go
right,
explain
or
slow
down.
Explain
as
you
go
pause,
especially
in
a
live
conversation
right,
have
any
questions.
What
are
you
seeing
just
keep
them
with
you?
Someone
talked
about
not
wanting
to
be.
It
was
greg.
I
think,
talked
about
not
wanting
to
be
on
that
zoom.
While
the
customer
sits
there
waiting
for
him
and
he's
being
silent
because
he's
googling
something
right.
A
So
we
we
don't
want
to
be
wasting
people's
time
that
way
so
as
we're
moving
along
working,
live
with
them.
Let's
be
sure
that
they're
staying
with
us
that
we're
explaining
what
we're
doing
as
we
go
and
asking
them
questions
and
keeping
them
engaged.
They
will
learn
that
way
too.
It's
not
obvious
formal
education
right,
but
we're
we're
showing
them
it's
just
like
when,
when
you're
a
new
sport
engineer-
and
you
shadow
somebody
else-
and
you
learn
how
they're
doing
things.