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Great stuff as always, Karim. You touch briefly on it but over-communicating with the customer during CSAT situations makes a big difference in managing the "heat". The customer is frequently getting pressure from their stakeholders to get the problem fixed and provide internal updates. You cannot allow their update to their higher ups to be "We are waiting to hear back from them" Even if the update is"we are still working on a repro and will provide another update in 12 hours", then let them know. In my experience, most customers will give you some time as long as they believe you are taking their problem seriously and are working urgently to come to a resolution.

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