Complaint Handling Scripts
Complaint Handling Scripts for IT Companies
In the IT world, a client calling with a complaint usually means they are losing money due to downtime. These scripts are designed to lower the temperature of the conversation while positioning your IT company as the professional solution-finder. By following these frameworks, you can protect your reputation and keep high-value managed service contracts even when technology fails.
Receiving a Critical Downtime Complaint
Use this when a client calls frantic because their entire network or server is down.
I hear how urgent this is for your business, and I am making this our top priority right now. I have opened an emergency ticket, and our team is already looking at your remote monitoring dashboard to find the bottleneck. While we run these initial diagnostics, can you tell me if this is affecting your entire office or just specific workstations? I will stay on top of this and provide you with an update every 30 minutes until we are back online.
Tips for this scenario
- -Acknowledge the urgency immediately to lower their stress level.
- -Give a specific follow-up interval like 'every 30 minutes' so they don't keep calling you for updates.
Common Mistakes to Avoid
!Saying 'I'm sorry it's broken' which can sound like you are taking legal blame for a hardware failure.
!Using too much technical jargon like 'DNS propagation' or 'DHCP lease' when a client is already frustrated.
!Failing to give a specific time for the next update, leaving the client in the dark.
!Arguing about the Service Level Agreement (SLA) while the client's business is currently down.
!Not answering the phone at all during an emergency, which drives clients to search for a new IT provider immediately.
