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Episode 16 : Dealing with Downtime and Proper Communication
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🎙️ Welcome back to "Tales from the Towers" with your hosts Tandiva "Tandy" Tandy, Nico, Arno, and Noemsie. In this episode, we discuss a challenging day filled with unexpected technical difficulties, as our fiber infrastructure suffered significant damage, causing widespread service disruptions.
🔥 The team dives into the details of the incident, explaining how a fiber caught fire in a duct and the complexities of the repair, which included digging through hard rock to re-splice the fiber. Despite the stress of nearly four hours of downtime, our team's spirit and dedication shone through, especially with Thandi managing customer communications with grace and calmness under pressure.
🔄 We also touch on the upcoming implementation of a new Openserve, which promises improved redundancy and failover capabilities for our network, ensuring better stability and service continuity for our clients.
📈 Additionally, the episode features a discussion on the importance of proactive communication with clients during crises, drawing parallels to a psychological experiment with monkeys to emphasize the importance of preparing clients for potential service interruptions.
🧠 The episode wraps up with insights into our new initiative, the Hunter's Mind video series, which aims to equip viewers with the skills to become top performers in business and life.
🎧 Tune in to learn more about how our team handles unexpected challenges and maintains a focus on customer satisfaction and continuous improvement.
#TalesFromTheTowers #TechConnect #CommunicationIsKey
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