Can you help me with summarizing this chapter? I just need around 350 words and all I need is to grasp its main points and the summary does not have to be particularly polished. Thank you!

Chapter 28 Handling an Incident Report This page intentionalilty lef blaro This chaper is aboo: handing incident roponts ih a beuad sense, requess from cusomers ane either a srvce rogaest, an incidane report, or a complaine. We can further explain this disinction by way ofexampies: A servi qese is someone rqasing a w PC. An incident mport is when soeone ropons that his or her C isn't working and reeds so be fed. A complaint Iswhen somene reporshat he or she is unhappy waiting so longor ehe FC obe ked Handihg an incidae port can be difficult We must inewew he person to undersiand the prubiem, identlity he issu and follow through untill the issue is t may sarprise you so karm that this proes is similar to the sales procee Sakes invohves undersanding a person's aeds, pruposing soludons, and working wich the cuSHOmEr S provide a solusion. We can karm a loe fom e hiory of Atthe close of World WarII, the UnindSae found itsdifw ith a hugxexaess of capadity Asa result, companies saned prodacing hundreds of re w producs,gvinghouscholds and basnesssunpacodented choiars. Thousands of Euming sem?? people kurd jobs siling these new products. All thee factors combined so produ a new era for the US. economy Along wish the row choies came graer compeition.Companiks ound hat it w?nolonger udent therety o) have a large smiles krwi a god sals fom2 was aedod. They sared soaskw hat makes high-paroeming salesgoopik diferen Industry encouraged business schools t? incta" their study of tg sales prD- s. Rsearch showed that the beur salespeopk-whether or not they malad akspeople dvlasod fom thee phases in varyngways or perioeed cerain The meshods, now ldenined, could b aageThus, sales skills went from useda specitic, sirucund method invoty ing spocific phases or saps Medio phas badiy The low performers had little or no consisency in eir meshods an intuitive proos t? a krmai proass with well-defined parts. Pnvious sis raining had conised mostly ofexplaining he producr's s and qalitks ubsequeey training included exploration of the selling process iswlf Phae A: The GroctigH' Sep 1: The Ceeing Phas B: Prubkem Ideneification(What's wrong?") This deceeruction of the proaess Ino indlvidual seps permited further xamination and sherefore aher impoovement Each swpold be studied, mea- dtaagh, praclicod, and so o Focas was improved tcause a singe sap ould be seodied in isladon. Also, the ene flow of seops could be seudiod, in Phax C: Planning and Eca Sep 5Solueion Propeals Mot2 than likety, if amone explained the sinaund proa to tg high- perfeming sakspeopie, it would sound serange. To them,icmnaura To ehe eginners, however, this framework gave t a poas they wex learn Sp Execution Afer they masered it, thay cold modlify or ccmize it Scr hei siuaion. Withour firse kaming on srucand ysis diffcul o the plaewhene yuu aed to be to ivee your own Sp& Craft Vritication Inthe 199s, syaem administration began a similar jourray.Paaviousty, it was a craft or an an pracicod by w peopik. Wih theexplosive gruw th of corpora compaing and intrane/Ineee applications, the demand for SAs smilary sky rocked A flood of w SAs amtved H) mXt this ned. The qualiry0fthir work varied. Training onensook he form of sachng paricalar produce Kaus. Other raining me hods Included exploring manuals and documentation, tral by nd training by sodial and prokssional Itutions. This method gines strucur to wha is, or Wer SAs, a more haphazand process. t helps SAs sohe prublems more efnciently by koeping them socused and helps them avoid misakes. Te inecrodraces a ommon of srminolog that, when used by the entin SA ? am, incases the ability so communica GWhhin the group. ms tool dos ne bsow any additional?chnical expert" on tE pop12 using it, but i may help the unior peopk gain insight ieo how the snor SAs appoach problem sow ing. Ceawiy, x perikna, the right nesrs and s and personal andexemal managemee are sell imporian proaess maearod. The lae 1990ssaw an nozaw in the academic eucty of sysem dminiseration Burgess 200. In fact, this book's inspiration comes om that same ond sopow idetralning bounded on non-platfcem-spociichemes, principes and If customers understand this model, thay can become mon skilled in gotting the help thay desiz. Thay will be papared with the righe information and can madge the SA thruugh the process, lf noassary. As Fig 25.1 shows, the phases deal with oial models rather than cn specitic dals about particalar technologes, endors, and prodaces (Limonaell, Hogan &Chalup 2117). 28.1 Process Overview SAs spend mach of their timesponding to suppon zqaess from cusomers. In ga hered, evaand xed and vertiod. This promss is bazed on a paper by Tom A. Reporing the probkem E. Identltyingthe problem Fanning and executing a solarion D. Venityingthathe probem esolution is complete Limoncelli 199g). Responding eral ss that surround running a helpdesk. Cuseomer ogoxsts ane she toabie eckes, calls, probkm xpors or whanver our sie calls them. Thee qs may sake the form "Tcansprint,The eork s sow," or "A progam that compied yeserday won't compile any mon SAS perform mamy tasks, t?oin customers sx only the pans that involve sponding their qusese alll the back-offa work.(Thay shoaldn't hae ??2e it.) Then fom, how well you respond so aasecmer nquests is cridal tO method kr proas phases h2 ing the?customer ragosts has rime steps, which can bx groupod Ino Rgure 28.1: General fow of probkm soving