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Playbook 4 min· foundational
First 60 seconds when a user says 'it's broken'
Repro before you escalate. One workstation, one workflow, one user.
Steps
- 1Read summary
Repro before you escalate. One workstation, one workflow, one user.
What to say
- Speak calmly.
- Be specific.
- End with where you'll be.
What to capture
- What happened.
- When it happened.
- Who was affected.