Submitted by Kevin1 on
in
Forums
Hi Friends
I'm wondering if there are any recommended reading or training on the topic of handling escalted software application support issues. I'm not looking for a technical approach like ITIL. I'm looking for the side of things that focuses on the communication and enagement with the customer throughout the escalation through to post mortem.
Thanks for your help
K
Do you role play? Role
Do you role play? Role playing in my opinion is underused.