How to communicate during outages or emergencies
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How to communicate during outages or emergencies
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Narrated by:
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In this episode, Fred and John review how to handle outages or emergencies as an Account Manager, including:
- The First 15 Minutes: What to Say Immediately
- Communicate on the period you specified, even if nothing changes
- Decide communication mode and whether it needs to escalate based on the size of the client and the nature of the outage
- Internally align on messaging prior to later communications
- Things not to say
- Resolution message
- Subsequently, extra focus on building trust
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