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ITIL :: View topic - Warm Handover
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Warm Handover

 
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osama2017
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Joined: Feb 07, 2017
Posts: 5

PostPosted: Tue Feb 07, 2017 5:37 pm    Post subject: Warm Handover Reply with quote

Dears,
I need to know what is incident Warm Handover, and if there is any topic or artical explain what it is and if there is an approch or model.
Regards
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3571
Location: London, UK

PostPosted: Wed Feb 08, 2017 8:02 am    Post subject: Reply with quote

It is not a Incident Cold Handover

If you are in IT, these terms would be relevant
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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osama2017
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PostPosted: Wed Feb 08, 2017 3:40 pm    Post subject: Reply with quote

UKVIKING wrote:
It is not a Incident Cold Handover

If you are in IT, these terms would be relevant


coulde you please explain or sahre any related article
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3571
Location: London, UK

PostPosted: Wed Feb 08, 2017 5:19 pm    Post subject: Reply with quote

Osama 2017

This is an ITIL forum which is an Information technology forum about IT Service Management.

How did you find this site ?
Google or other search engine ?
Use that to find the definition for warm handover
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mbfromit
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PostPosted: Thu Feb 09, 2017 3:43 am    Post subject: Reply with quote

The basic idea is you don't just tell someone "That's not my area of expertise, Go see the other department that handles that" That would be a "cold handoff". In a "warm hand-off" you would call the "other department" identify someone who can help and then introduce them to your customer/employee/user so they don't feel like they are being bounced around. A VERY COMMON occurrence of this happens in Phone Trees. You press 1 for Customer Service, but the Customer Service guy tells you he can't help you have to call the Sales team. Instead of calling the sales team for you, he dumps you back at the MAIN MENU and you have to go hunting for the proper path to the Sales Line.

A “Warm Hand-Off” approach to information and referral simply means “good customer service”; i.e., going that extra mile, when necessary, to ensure that clients get connected to a service provider who can provide what they want and need -

See more at: [hpechildrenandyouth.ca/2013/08/what-does-no-wrong-door-and-warm-hand-off-really-mean/#sthash.hNZi8OxH.dpuf]

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UKVIKING
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PostPosted: Thu Feb 09, 2017 5:18 am    Post subject: Reply with quote

NO LINKS
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