Client Communication Guidelines

Client Communication Guidelines

General

    1. Respond to client emails promptly
    2. Update clients regularly on the progress of their ticket
    3. When available, use specific language when sending emails to clients
    4. Document if client doesn't call in for their appointment and set the ticket status to "remote customer: NO-SHOW"
    5. In general, don't say "vendor" or use vendor names for services we provide to customers. For example, for MC help desk, say "help desk technician" or "tech". Customer shouldn't know anything about the back end we use to support them. That should be a black box.
                  It is acceptable to say "vendor" when referring to a distributor of hardware that we resell.
  1. Don't communicate with the client using ScreenConnect messaging unless it's in real-time during a service call. Clients shouldn't use SC messages to contact us for support so we don't want to encourage that.
  2. 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 customers coming to our location.

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 absolutely no scenario imaginable where a tech should be discussing hours or billing. 



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