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From YouTube: 3 07a Recovery Tips
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A
So
this
is
my
list
of
tips
for
how
to
recover
the
very
first
thing
in
there
is
to
deal
with
this
as
quickly
as
you
can
and
by
the
way,
a
lot
of
this
is
kind
of
written
from
the
perspective
of
a
manager
who
got
a
complaint
from
a
customer
later
on.
But
you
can
translate
this
into
support
engineer.
How
do
I
deal
with
it
as
well
so
address
the
problem?
Identify
it
acknowledge
it
quickly,
while
it's
still
relevant
and
fresh
in
everybody's,
mind,
identify
the
core
need
in
the
situation.
So
what
you
know
here?
A
Listen
to
the
customer.
There's
a
problem
here,
listen
to
them!
Tell
you
about
how
they're
feeling
and
what
they
need
take
responsibility
for
the
experience
it
doesn't
matter
if
you
didn't
create
the
problem
or
if
you
did
take
responsibility
for
the
experience,
I'm
going
to
be
sure
that
we
make
this
right
for
you
that
sort
of
thing
right
be
more
specific,
because
that's
definitely
easier
to
hear
for
a
customer.
A
A
A
Don't
go
overboard,
don't
explain
too
much
and
don't
feel
the
need
to
apologize
every
day,
all
the
time
right
do
it
just
when
it
needs
to
happen
and
then
provide
that
tangible
resolution.
Here's
really
what
we're
going
to
do
don't
get
into
the
space
of
saying.
Well,
you
know.
Okay,
we
had
this
problem.
What
can
I
do
to
make
that
right?
For
you
no
tell
them
here's
what
I
want
to
do.
Will
that
help?
Will
that
make
it
better?
A
So
this
all
comes
down
to
whether
you
pay
attention
to
any
one
of
these
bullets
or
not.
You
have
to
face
up
to
it.
Take
responsibility,
don't
blame
anybody
and
find
a
way
to
make
it
right,
because
until
you
do
that,
you
can't
move
forward
with
the
customer
they're
not
going
to
take
anything
that
you're
saying
they're
not
going
to
trust
you
because
you've
already
been
part
of
a
problem
for
them,
so
you
need
to
fix
it.
A
Poor
examples
of
how
to
recover
right,
I
was
waiting
for
somebody
else,
some
other
team
to
get
back
to
me.
So
this
is,
you
know
the
customer's
complaining
that
it
took
too
long.
You
didn't
respond,
they
didn't
hear
from
you
for
a
week
or
two
you
blame
somebody
else.
I
was
waiting
for
them.
I
never
heard
back
from
this
team,
whatever
don't
do
it
right
or
along
the
lines
that
tom
would
appreciate.
I
thought
you
were
going
to
do
that
customer.
That
was
your
responsibility.
Right
nope!
A
A
Second
one:
oh,
do
you
have
time
right
now,
I'd
be
happy
to
help
you
run
those
builds,
it's
not
so
likely
here
we
don't
jump
on
the
call
right
away
typically,
but
you
can
see
that
it
turns
that
around
yeah.
Maybe
you
were
waiting
for
them.
Maybe
they
were
supposed
to
do
something
so
just
offer
to
help
them
with
it.
A
A
So
notice,
in
the
good
examples
there
that
there's
no
big
long
detail
about
what
happened.
You
know.
Oh
I'm
sorry!
I
didn't
get
back
to
you.
When
I
said
I
would.
I
was
sick
for
a
few
days.
Oh
my
stomach
was
really
awful
and
then
I
came
back
and
now
I'm
trying
to
catch
up
so
you're
number
10
in
line
you
know
they.
Don't
they
don't
need
all
that
they
just
need.
What's
here,
it's
just
the
just
the
apology
and
moving
forward.