How To Handle SEVERE TECHNICAL ISSUES

#customersuccess #CSMPractice #customerissues #customercomplaints

Every company will experience technical issues once in a while with customers, and the way technical issues are handled defines the relationship between the company and its customers.

CSMs have to be heavily involved in assuring their customers of their continued efforts to solve the technical issues as fast as they can, as the CEO and Founder of Mind Data, Sean Ruane, explains in the video interview.

Here are the thoughts shared by Sean on how to handle customer technical issues:

◾️ Code Red Situations. These unexpected or technical issues, which may cause failures in the quality of services offered to the customer, thus affecting customer success.

◾️ Advice to Companies Facing Technical Issues. The CSM must remain mindful of the situation and keep the customers informed. The company should also provide the customer insights into the technical issue resolution causes and progress.

◾️ Internal Collaboration. The CSM should try and contact the product or the engineering teams to get a better understanding of the technical issue. This is expected to arm the CSM with enough info to highlight the current efforts being invested to solve the problem.

◾️ Handling Delays in Solving Technical Issues.

The CSM team should remain honest with the customer by providing timely and truthful updates. Consider inviting cross-functional team members or senior officers to affected customer calls, to demonstrate that your company is committed to solving the outage.

◾️ Developing a Resolution.

◾️ Always communicate with the customer on progress at each stage of the resolution process.

◾️ After a Solution Deployment.

◾️ Perform a Debrief with your customers, and prepare a report on the technical issue after finding a solution.

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Additional Resources

⏬ Infographic: Handling Code Red Customer Situations
https://www.csmpractice.com/customer-...

📑 Blog: Importance of Customer Communication for Customer Success
https://bit.ly/3bcL4wY

🎥 Video: Top 10 CSM Skills Hiring Managers Look For
https://bit.ly/3bjlciZ

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