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From YouTube: 1 18 Personalized and Succinct
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A
A
These
are
all
communication
practices
that
really
demonstrate
that
you
know
who
you're
working
with
what
the
situation
is
and
that
you
care
enough
to
know
those
things.
Let's
look
at
the
first
one.
This
is
one
that
I've
mentioned
earlier
in
the
course,
and
that
is
addressing
the
customer,
by
name
and
by
the
name
that
they
prefer.
So
one
of
the
first
tips
for
that
is
to
pay
attention
to
the
way
they
sign
their
messages
to
you.
A
In
addition,
we
often
get
tickets
from
customers
who,
in
our
system,
only
have
an
email
address,
not
a
name.
So
I
highly
advise
in
your
first
response
in
such
a
ticket
to
let
them
know
that
we
don't
have
their
name
in
the
system
that
you'd
like
to
know
what
it
is.
If
they're
happy
to
give
it
to
you
and
that
if
they
do,
you
will
add
it
to
the
system
so
that
from
now
on,
we'll
know
who
they
are.
A
Second
item
on
the
list
is
that
you
want
to
look
for
the
organization
notes
in
the
ticket.
If
there
are
any
organization
notes
for
the
org
associated
with
the
ticket,
they
will
always
be
automatically
put
into
an
internal
note
at
the
start
of
the
ticket,
so
whether
you're
joining
a
ticket
at
the
beginning
or
not.