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Keep the client informed


Frustration comes from a lack of information. You may not be able to solve your users’
problems as quickly as you would like, but keeping them informed of the status of a
support call boosts your credibility. To keep your client informed and educated:
• Communicate your service levels and response capabilities.
• Establish support call tracking systems that allow the user to check on the status
of a trouble ticket.
• Inform the client of a solution ETA.
• Make a follow-up call or conduct a review after the solution is in place to validate
that the problem has been solved.

Bottom-line results
Client service has a dollar value associated with it. Every hour of user downtime costs the
company real dollars in lost productivity. Think about what it costs when a server is out
of commission. When you understand the productivity cost implications of taking a
server down
Keep the client informed
Frustration comes from a lack of information. You may not be able to solve your users’
problems as quickly as you would like, but keeping them informed of the status of a
support call boosts your credibility. To keep your client informed and educated:
• Communicate your service levels and response capabilities.
• Establish support call tracking systems that allow the user to check on the status
of a trouble ticket.
• Inform the client of a solution ETA.

Mak
Keep the client informed
Frustration comes from a lack of information. You may not be able to solve your users’
problems as quickly as you would like, but keeping them informed of the status of a
support call boosts your credibility. To keep your client informed and educated:
• Communicate your service levels and response capabilities.
• Establish support call tracking systems that allow the user to check on the status
of a trouble ticket.
• Inform the client of a solution ETA.
• Make a follow-up call or conduct a review after the solution is in place to validate
that the problem has been solved.

Bottom-line results
Client service has a dollar value associated with it. Every hour of user downtime
costs the company real dollars in lost productivity. Think about what it costs when
a server is out of commission. When you understand the productivity cost
implications of taking a server down at 2:00 P.M., you should have different
feelings e a follow-up call or conduct a review after the solution is in place to
validate that the problem has been solved.

Bottom-line results
Client service has a dollar value associated with it. Every hour of user downtime costs the
company real dollars in lost productivity. Think about what it costs when a server is out
of commission. When you understand the productivity cost implications of taking a
server down at 2:00 P.M., you should have different feelings at 2:00 P.M., you should
have different feelings