Client Communication Guidelines

Client Communication Guidelines

General Principles for Good Client Communications

    1. Respond to client emails promptly
    2. Update clients regularly on the progress of their ticket via ticket notes
    3. Document if client doesn't call in for their appointment and set the ticket status to "remote customer: NO-SHOW"
    4. Don't communicate with the client using ScreenConnect messaging unless it's in real-time during a service call. We don't want to encourage Clients to use SC messages to contact us for support.
  1. If client asks where we are located, explain that we are a consulting company and we don't have a store front; we don't have a location customers can visit. (This almost never comes up, especially post-COVID.) 

Phone calls

    1. After speaking with a client on the phone, send them an email to confirm the specifics discussed
    2. Summarize phone discussions with clients in a ticket note

Technical
    1. Don't leave any unfinished technical tasks for the client to complete

    1. Don't mention viruses specifically to client when requesting access; say you need to "check a possible issue".

Financial

Techs should never discuss any prices, assessment charges, costs, discounts, labor charges, etc. with customers. No one is authorized to discuss what the customer may or may not be entitled to except Roberta and sometimes the office admin. 

We don’t expect everyone to memorize our somewhat complicated billing policies, which is why we expect that you will not say anything to customers about what they may or may not be entitled to. If they have a billing concern, ask them to please call the office about it and we will promptly work with them to resolve it. 

There’s no scenario imaginable where a tech should be discussing hours or billing. 



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