Good Client Communication: Setting Timelines and Meeting Expectations
Welcome to the world of modern customer service! We’ve all experienced the delays in the traditional customer service, with unknown timelines and no expectations being met. How wonderful would it be to make sure we have standardized processes for our customers, ensuring they know what will happen and when?
In this blog post, Rinsad Ahamed and Joel YisraelKleinman demonstrate an efficient approach to client communication when it comes to resolving a customer service issue.
Rinsad Ahamed (12/7/2023 6:14 AM) starts off the conversation by asking, “Shall we fix a time?”.
Joel Customer (12/7/2023 6:15 AM) then agrees and proposes “Tomorrow at 12pm est?”.
Unfortunately, Joel Customer (12/7/2023 6:23 AM) then announces that he’s not available sooner than that and asks if “he” is available now. Rinsad Ahamed (12/7/2023 6:23 AM) responds by politely saying he is busy preparing kids for school.
Rinsad Ahamed (12/7/2023 6:22 AM) then suggests they adjust the timeline to be 2 hours earlier, yet Joel Customer (12/7/2023 6:23 AM) still cannot commit to that.
Azam Imara (12/7/2023 7:57 AM) then steps in to ask Joel YisraelKleinman, “Are you available now?”. Joel then responds by saying that he might be in about 20 minutes.
Finally, Joel Customer (12/7/2023 8:58 AM) and Azam Imara (12/7/2023 8:58 AM) establish a timeline by using a specific number (348406859), indicating their understanding of the issue and the client’s need to resolve it.
Azam Imara (12/14/2023 10:00 AM) later mentions that he is working on the server, but Jacek (12/13/2023 2:14 PM) expresses his worry by asking, “When will it be working?”. Rinsad Ahamed (12/14/2023 10:00 AM) then steps in to confirm if they can solve the problem.
In conclusion, setting timelines and meeting expectations is key to successful client communication. Regularly communicating with clients will help you better understand their needs and ensure that timelines are also set successfully. The conversation between Rinsad Ahamed, Joel YisraelKleinman, and Azam Imara showcase how even complex problems can still be solved with the right approach to communication.