Today, let's look at closing the communication loop. A common complaint that clients have, when onboarding or when they tell you that there is something you can improve on, is that updates aren’t provided often enough. Part of improving communication, both internally and externally, is that sufficient updates need to be provided.
When it comes to your clients, some may mention they haven’t heard anything in a few hours, or a whole day. In those instances, the assigned agent may suggest that there is no update yet. That is an update though… When a client calls in, they want to know that SOMETHING has happened since they called or emailed their ticket in. If they hear nothing from you, what are they going to think? That you haven’t touched their ticket, that you maybe forgot about it, or that you aren’t prioritizing it? So, how can you provide an update when you think there isn’t one, and you haven’t updated them?
- You can tell them that you have started to investigate the issue on the back-end.
- You can let them know that your team has called the vendor that is needed.
- You can speak with them about the approval process for their request and say that you are waiting for the approver to direct us.
Remember to be truthful - don’t say that you have been looking into their issue for the last hour if you haven’t been. Make sure that you are letting the client know some form of expectation, whether it be for when the ticket will see a resolution or when you expect to have another update for them. Let them know that you will call or email as soon as more information is available, or that you will be calling them first thing in the morning, if that is a realistic timeframe, for example.
When it comes to your colleagues, there’s nothing wrong with an extra update here and there. You always run the risk of someone speaking with a client that does not have the most up-to-date information about the ticket, if you aren’t speaking with your team about what’s going on. Here are some tips for how to keep communication up.
- Make yourself a sticky note if you need to make sure you come back to a Teams post with an update before the end of the day.
- Set an alarm to follow up with a colleague, if there is something you need from them, or they need from you.
- Follow a ticket if you need to be in the loop with what is happening.
Thoughtful communication is SO important. Be the difference in the tech world! Update each other and your clients as often as possible, following their preferences for communication. This will increase your client’s faith that, when you say you are working on a solution, you are working on a solution!
Interested in learning how to get your team Customer Experience trained? Reach out to our office at 905-228-4809 today!
