| 00:00 - 00:05 | Guys, we need to reduce MTTR and increase customer satisfaction, what should we do? |
| 00:05 - 00:07 | Let's get rid of the groups and everyone is an SME |
| 00:07 - 00:10 | no training... |
| 00:11 - 00:16 | Take issues on everything |
| 00:17 - 00:21 | Everyone will learn to be DBA, PMP, CCNP, CCP, SCJP... |
| 00:21 - 00:24 | They will train themselves while they take issues |
| 00:29 - 00:31 | Train themselves while ... |
| 00:31 - 00:34 | while working issues |
| 00:38 - 00:40 | Lets give them "More Training"... |
| 00:41 - 00:47 | How about "Some Training"... |
| 00:47 - 00:50 | Powerpoint is our friend. |
| 00:50 - 00:56 | We will learn everything with WebEx and Powerpoint |
| 00:58 - 00:59 | and PRODUCT CODE |
| 00:59 - 01:01 | Update your product codes |
| 01:04 - 01:06 | ODJSP, PPMJSP, ODENV, PPMENV, |
| 01:06 - 01:08 | PPMBM, ODXOG,ODOMFG |
| 01:13 - 01:14 | PPMPPT training |
| 01:14 - 01:16 | No customizations, everything supported |
| 01:16 - 01:20 | The people that know the product can't touch the server |
| 01:21 - 01:27 | The people that manage the servers, can't touch the product |
| 01:35 - 01:36 | Installing new certificates? |
| 01:36 - 01:39 | PRODUCT SUPPORT |
| 01:41 - 01:44 | Your network is down? |
| 01:44 - 01:47 | PRODUCT SUPPORT |
| 01:47 - 01:49 | Your router is f'd up? |
| 01:50 - 01:53 | PRODUCT SUPPORT |
| 01:54 - 01:56 | Your car won't start? |
| 01:56 - 01:58 | PRODUCT SUPPORT |
| 01:58 - 02:02 | You need a custom report? |
| 02:05 - 02:07 | PRODUCT SUPPORT |
| 02:10 - 02:11 | Need help? |
| 02:11 - 02:13 | Check this tickbox |
| 02:15 - 02:17 | Stuck with an angry customer on a Sunday |
| 02:17 - 02:20 | Wife yelling, kids crying |
| 02:21 - 02:28 | Call a coworker! |
| 02:29 - 02:30 | Call a coworker!!!! |
| 02:30 - 02:32 | They won't pick up!! |
| 02:36 - 02:39 | Need a DBA? |
| 02:40 - 02:42 | call Product Support |
| 02:50 - 02:55 | "Things will get better" |
| 02:56 - 02:58 | Fill them with hope |
| 02:58 - 03:04 | Fill out your product codes! |
| 03:04 - 03:09 | How do we increase customer sat? |
| 03:09 - 03:11 | First Day Closures |
| 03:16 - 03:20 | First Day Closures!!! |
| 03:23 - 03:26 | then take some training |
| 03:31 - 03:36 | between escalations |
