Delivering Bad News
A form of communication that should never be used when delivering bad news.
What is an email?
It is important to understand the perspective and motivations for this group of people while understanding a customer issue.
What are stakeholders?
Phrase that you should not use to attempt to gain trust with a customer
What is "let me be honest"?
When faced with an issue you are unable to solve yourself, you should always do this to show you have thought through the problem and researched options.
What is present a solution to the problem?
Something you should do within 24 hours of a client communication.
What is a clear and concise response?
A date you should not provide to the customer when discussing an enhancement
Executive sponsor, project manager, customer success manager
What is who should be included when delivering bad news to a customer?
A piece of information needed to understand the severity of an issue
What is end user impact?
The correct word to use when referring to a "bug."
What is issue?
When you have exchanged more than 5 emails with a customer about an issue with no clear solution, this is the next step you should take.
What is schedule a call?