{"id":23908,"date":"2015-03-26T15:16:00","date_gmt":"2015-03-26T15:16:00","guid":{"rendered":"https:\/\/staging.kepner-tregoe.com\/netflix-star-trek-and-kt-yes-kt\/"},"modified":"2025-07-10T14:37:48","modified_gmt":"2025-07-10T14:37:48","slug":"netflix-star-trek-and-kt-yes-kt","status":"publish","type":"post","link":"https:\/\/staging.kepner-tregoe.com\/fr\/blogs\/netflix-star-trek-and-kt-yes-kt\/","title":{"rendered":"Netflix, Star Trek and… KT? Yes, KT!"},"content":{"rendered":"

While teaching a KT Resolve workshop in Sydney last week, the\u00a0recently\u00a0viral\u00a0transcript of a Star Trek themed exchange between a Netflix Customer Service Rep and a customer came up in the conversation. This was immediately after I taught Questioning Skills<\/em>.\u00a0 I thought it would be a great way in bring IBM\u2019s Values and Practices into the class (specifically \u00ab\u00a0Show Personal Interest\u201d) and shared the transcript with the class.\u00a0As we read through the dialogue I realized that not only was this loaded with personal interest, it also showed how effective questioning in Situation Appraisal can transition easily into Problem Analysis.\u00a0\u00a0By the end of the exchange we had a very clear understanding of the actual problem.\u00a0With only 4 questions, this Neflix rep had uncovered enough information for a nearly complete Problem Specification \u2013 in 7 minutes!<\/p>\n

But first, a brief description of who or what Netflix is, as it is not available world-wide:\u00a0 Netflix provides on-demand media streaming to a host of internet connected devices.\u00a0\u00a0 The bulk of the content is movies and television series \u2013 often a whole season of episodes of TV shows will be available.\u00a0\u00a0 Parks\u00a0and\u00a0Recreation is one of those shows.<\/p>\n

The initial chat:<\/strong><\/p>\n

A bit of banter (showing a personal interest) followed by a nice OPEN question \u201cwhat seems to be the problem?\u201d He\u2019s kicking off Situation Appraisal and uses the word \u2018seems\u2019 to indicate that the concern may or may not be a problem.<\/p>\n

Lt. Norm replies:<\/h4>\n

\u201cHow so, LT?\u201d\u00a0 is a ‘what do you mean by?’ question, again very open and designed to clarify \u00ab\u00a0behaving oddly\u00a0\u00bb<\/p>\n

Capt\u2019n Mike gets a highly detailed answer:<\/h4>\n

And with that (and only 4 minutes from the start of the conversation) Mike has a clear Problem Statement (Parks and Recreation in temporal loop.)\u00a0\u00a0 It\u2019s a deviation, with unknown cause that he needs to know.\u00a0He\u2019s ready for PA \u2013 and before he even starts to ask PA questions, he already has answers to six IS questions and one IS NOT for his Problem Specification:<\/p>\n

The second WHERE (Where on the object?) is worth a brief comment.\u00a0\u00a0 \u201c5 minutes after starting the file\u201d is worded as an answer to a \u201cWhen first in the lifecycle?\u201d type of question.\u00a0 In this example, I choose to take it literally as it\u2019s reported using the wording \u201cat 5 minutes of operation\u201d which is more like pointing to a place in the file and much more suited to the second WHERE. \u00a0 It sounds like the third WHEN because it’s time based, but it is also a specific location in a file.\u00a0 In a moment more information about locations in the file will reinforce that the 5 minute mark is an answer to the third WHEN.<\/p>\n

So, Captain Mike goes about gathering IS NOT data with a closed question (to confirm his understanding) yet he asks it in a way that still opens up possibilities (and is a reminder that an effective questioner must be ready for long answers to closed questions.)<\/p>\n

He asks:<\/p>\n

A very willing customer who is clearly enjoying his customer support experience is open to share information about the problem.\u00a0\u00a0\u00a0 Mike has enough, a nearly complete problem specification, to escalate this case to the appropriate technician.<\/p>\n

I admit that I\u2019m assuming the trend to be stable, I think it\u2019s a fair assumption based on what\u2019s been said, but I do add an NMD (need more data) as a reminder that this needs to be confirmed.<\/p>\n

Also note my use of ‘stepping’ as we drill down on the first WHAT question and then match those steps on the IS NOT side.\u00a0\u00a0 NMD is included as we simply do not know that of the thousands of other files on netflix.com that this is the only one – but it is what we know now.\u00a0 (Speaking of NMD:\u00a0 the first WHERE will need further data – Where are the Netflix servers?\u00a0 Which are affected? – these are questions for the Netflix technical staff, not the customer).<\/p>\n

But still we are missing the third WHEN<\/strong> question\u2026<\/p>\n

Fortunately the customer continues \u2013 while this may seem more casual commentary after the fact, there\u2019s still more information provided.\u00a0 A keen listener (even in text chat) will pick up on the lifecycle information:<\/p>\n

Yes it is a horrible place but now we have that lifecycle information.<\/p>\n

The rest of the conversation is continued personal interest and I\u2019ll leave to click\u00a0through to\u00a0the\u00a0original<\/a> thread if you would like.<\/p>\n

I have no idea if Netflix is using KT Resolve or if Captain Mike has been involved in a KT workshop, however, I do know that every good problem solver uses the same process<\/strong> and I offer this story to you as supporting documentation.\u00a0\u00a0And it\u2019s a fun read too.<\/p>\n","protected":false},"excerpt":{"rendered":"

While teaching a KT Resolve workshop in Sydney last week, the\u00a0recently\u00a0viral\u00a0transcript of a Star Trek themed exchange between a Netflix Customer Service Rep and a customer came up in the conversation. This was immediately after I taught Questioning Skills.\u00a0 I thought it would be a great way in bring IBM\u2019s Values and Practices into the […]<\/p>\n","protected":false},"author":17,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"ppma_author":[118],"class_list":["post-23908","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"acf":[],"yoast_head":"\nNetflix, Star Trek and... KT? 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