Why customer satisfaction is dependent on critical thinking

Firefighters sometimes lose their lives because of a loss of Situational Awareness. [1] Situational Awareness is the ability to capture the clues and cues, and see bad things coming in time to change the outcome. In IT support Situational Awareness can be hard to maintain in high stress situations, and some simple actions can help teams drive more successful outcomes with small changes to their environment and working practices.

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