If you run a support team, at some point in your career you will encounter an outage or another critical customer impacting event. As long as you have a gameplan and good people in place, you will steer your company through this troubled time.
I prioritize constant customer communication and encourage my team to be as detailed as possible with regard to recommendations, current status, and estimated times of resolution. Transparency matters.
Once the event has passed, I like to draft up a detailed and well written incident report that includes corrective actions intended to rebuild my company’s credibility and reinforce our commitment to excellence. An incident that is well managed, well communicated, and properly closed out can reinforce your organization’s image as a dependable partner during a crisis.
Crisis management often gets all of the attention because of the chaos surrounding it, but the secret to maintaining positive customer outcomes on a daily basis can be boiled down to five rules:
Effective and frequent communication
Delivery of fast answers and resolutions
Employee career focus
Positive service experience
About the Author
John Bishara is the Senior Director of Support Engineering c at Distil Networks. John has over 20 years of call center, tech support, and customer service experience. He has supported services in the security and internet space including Voice over IP (VoIP), DNS, DDoS Mitigation, Website Monitoring, Load Testing, and Domain Registry Services.More Content by John Bishara