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From YouTube: 2 08 Clarify Request
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A
So
the
ticket
subject,
I
keep
thinking
about
this
one,
because
this
is
very
dependent
on
the
tools
that
we
have
and
is
it
you
know.
Is
this
a
repetitive
thing,
but
there's
some
sense
here
of
being
sure
that
it's
very
clear
what
you're
talking
about
right?
I
have
this
simple
example
here
from
a
mythical
person
engineer
and
just
identifying
you
know:
here's
the
greeting.
A
This
is
my
name,
I'm
assigned
to
your
ticket
about
this,
or
I'm
going
to
be
working
with
you
on
your
ticket
about
this,
so
you're
just
making
that
clear
and
it
helps
if
they've
submitted
multiple
tickets
and
and
it's
very
easy
to
get
confused,
which
one
am
I
working
on
now.
What's
this
one
about,
if
there's
been
a
lapse
in
time,
maybe
it's
been
a
while,
since
you
and
the
customer
have
communicated
about
something
deliberately,
I'm
going
to
assume
because
they
they
were
on
vacation
and
you
want
to
write
back
to
them.
A
A
And
especially
for
that
first
response,
this
is
where
we
are
saying:
here's.
What
I
think
is
what
we're
talking
about.
Here's,
what
I
believe
you
asked
for
we're
clarifying
that
problem
request,
I'm
sorry
problem
or
request,
and
we
don't
want
to
work
on
the
wrong
solution
or
the
wrong
answer.
I
want
to
be
sure.
We've
got
it
straight.
A
A
I
I
was
really
pleased
to
find
that,
because
this
causes
a
lot
of
people
just
some
trouble
like.
Why
do
I
have
to
restate
that
I
mean
it
was
a
real,
simple,
straightforward
thing,
whatever?
Well,
here's
one
reason
right,
but
it
is
that
it
really
is
just
the
active
listening.
The
catching
did
I
get
it
right.
Am
I
going
the
right
way
simple
or
complex?
A
A
Right
and
even
provided
a
little
guidance
based
on
what
they
understood
and
the
customer
replied.
A
You
got
it
wrong.
Customers
coming
back
and
saying
you
know
what.
A
This
is
not
what
I
was
asking
for,
so
it
was
a
really
good
thing
that
we
asked
instead
of
just
hitting,
solve
and
saying
here's
your
answer
and
they
had
something
after
the
and
you
see
this,
they
attach
something.
So
they
quickly
corrected
our
misunderstanding
and
then
we
were
able
to
move
on
with
solving
the
right
problem.
A
And
you
can
see
from
what
the
support
engineer
wrote
initially,
that
they
thought
they
had
it
right
right.
I
mean
they
weren't,
saying
I'm
not
really
clear
on
this.
This
is
what
I
think
you
want.
You
know
they're
just
saying
hey.
As
I
understand
it,
you
want
this.
This
is
what's
going
on.
This
is
what
you
need
so
probably
here
the
customer
hadn't
quite
explained
themselves
totally
clearly
and
they
needed
to
provide
us
more
information,
so
we'd
get
it.
A
Here
I
think
you
can
see
they
seem
a
little
less
certain.
I
think.
Maybe
this
is
where
you're
going.
If
that's
what
it
is,
I
have
some
ideas
about
it,
so
they
followed
with
some
ideas.
I
didn't
include
them
here,
but
they
were
able
to
open
up
the
conversation
to
is
this
right
and
at
the
same
time,
to
save
time.
So
it's
not
a
lot
of
back
and
forth.
They
say
if
I'm
going
the
right
way.
Here's
what
I
want
to
do.
A
A
B
So
I
think
they
did
just
fine
overall
it
bugs
me
that
they've
got
a
bit
of
a
bit
too
much
passive
voice
in
this
message.
Stuff,
like
let
me
start
by
making
sure
I
understand
your
request.
Just
sounds
a
little
bit
stilted
and
also
doesn't
really
fully
take
ownership
of
what
you're
trying
to
do.
Maybe
something
like
my
name
is
duncan
and
I'd
love
to
help
you
with
this
request.
B
Let's
start,
I
want
to
start
by
making
sure
I
understand
you
and
then,
instead
of
like
it,
sounds
like
from
your
description,
you're
doing
this
and
just
try
to
avoid
the
passive
voice
and
too
many
words
around
your
verbs
and
adjectives
and
stuff
it
dilutes.
The
message
of
it.
A
So
I
I'm
not
worried
at
the
moment
about
the
style,
because
that's
what
part
of
what
I
heard
there
was
you
have
one
style:
that's
not
your
style,
so
the
important
part
about
that
is
you
have
to
write
this
in
your
voice
right.
So
I
don't
want
to
debate
the
style.
I
want
to
say
this
was
one
yours
is
different
and
I
want
to
emphasize.
This
is
why
I
don't
provide
templates
for
people
to
use
in
creating
messages,
because
it's
got
to
be
in
your
voice
has
to
sound
right
to
you
perfect.
C
I
feel
like
I
say
it
depends
a
lot,
but
I
feel
like
it
depends
like.
I
feel
like,
depending
on
how
the
customer
wrote
into
us
with
this
original
problem.
This
may
be
too
much
re-summary
if
we
basically
like
rewrote
their
questions
in
our
own
words,
that's
gonna
make
a
really
long
email
and
it
feels
overly
formal
and
overly
corporate
to
me.
A
I
don't
recall
how
much
detail
was
given.
What
I
can
tell
you
is
that
slides
aren't
big,
so
I
did
have
to
cut
something
out
right,
so
I
agree
with
you.
It
depends
I
will
say,
regardless
of
how
much
they
wrote,
we
need
to
restate
the
problem
or
question
and
I
think
it
is
incumbent
upon
us
to
make
it
brief,
concise.
A
I
talked
about
concise
a
bit
yesterday,
so
they
may
have
written
a
major
essay.
We
want
to
distill
that
down
to
here's
what
I
think
we're
working
on
right.
This
is
the
one
sentence
of
the
problem
there.
It
is
that's
what
I
would
hope
was
there
again,
the.
As
you
said,
the
context
of
the
ticket
might
guide
us
to
to
do
more
or
less
here,
but
as
long
as
we
can
get
a
concise
description
summarize
that,
then,
that
that
serves
well,
it
may
be.
This
could
have
been
multiple
sentences
of
details.
A
So
the
part
about
you
know
the
the
formal,
the
overly
corporate,
that's
going
to
be
the
question
of
your
voice.
You
have
to
find
the
way
to
put
that
in
there
that
comes
from
you.
The
important
thing
is
you.
You
need
to
find
a
way
to
do
that,
where
you
can
concisely
summarize
the
request
and
everybody's
got
their
style.
A
A
A
D
So
this
one
leaves
out
some
of
the
things
like
greeting,
and
it
also
leaves
out
some
of
the
admittedly
somewhat
boilerplate
components
like
thank
you
for
contacting
gitlab
support.
It
jumps
directly
into
restating
the
issue.
D
A
B
A
Here's
what
the
customer
responded,
including
the
smiley-
I
I
copied
that
too,
because
what
I
wanted
you
to
see
there
was
now
you
have
some
context
the
customer
was
going
on
and
on
in
their
description.
Believe
me
they
were
going
on
and
on
I
read
it.
A
A
A
I
I
also
want
the
message
to
be
clear
that
we
can't
we
can't
put
too
much
of
our
own,
our
own
preference,
on
how
we're
going
to
respond
to
the
customer.
We
want
to
look
at
what's
most
likely
to
get
us
where
we
need
to
go,
what's
most
likely
to
be
well
accepted
by
a
customer
and
and
go
that
way,
and
that
can
be
hard
to
override
our
own
feeling
of
this
always
feels
like
that
to
me
or
like
that.