📌Whenever I am facing such a technical issue, rather than having the customer come to me, I, if possible, take the information to the customer. 📌 Empathy is necessary for such a technical issue. Thanking the customer for waiting and their patience makes the customer feel confident. Reassuring the business is important to us also helps me gain their confidence. 📌Emphasizing the solution steps and being transparent is a good practice, together with highlighting steps already done, or any existing solution like an interim solution that may help is very beneficial. This maintains the customer's trust.

When technical challenges arise, my approach is to maintain constant, transparent communication with customers. This involves providing technical details about the root cause of the issue, describing the troubleshooting steps being taken, and outlining the expected timeline for resolution based on the complexity of the issue. It’s important to set conservative timeframes for fixes, using language such as "investigating" or "in progress" to avoid committing to exact deadlines. This method of managing customer expectations ensures they stay informed without setting unrealistic expectations or making premature promises.

To keep clients informed about technical issues: Provide Regular Updates: Share current status and progress regularly. Be Honest: Explain what you know about the issue, including any uncertainties. Outline Next Steps: Communicate planned actions and possible timelines. Set Realistic Expectations: Offer accurate estimates and update as needed. Offer Support: Suggest interim solutions or workarounds if available. This approach maintains transparency and trust without over-promising.

Always under promise and over deliver! Avoid using words like "soon" because clients will get mad if it takes longer than expected.

Avoid Over-Promising: Don’t promise results or actions you’re unsure of delivering. If there’s uncertainty, be honest: "We’re working hard to resolve this but don’t have a concrete timeline at the moment." Customers appreciate honesty more than unrealistic promises. Set Realistic Expectations: Rather than committing to exact timelines for resolution, provide a realistic estimate, such as, "We expect to have an update within the next hour." This way, you're not promising a solution by a specific time, but the customer knows when they’ll hear from you next.