Technology is a wonderful thing…until it isn’t.  The website is down, the mobile app won’t work, the system keeps kicking them out of their account, or they received a spoofing phone call supposedly from your department.

If you’ve ever been manning the phones or managing the department inbox, you know that when your company has a technical issue, there’s an escalation in customer contacts.  And usually they’re reaching out to you because they’re confused, concerned, or there’s some heightened sense of consternation.

So how do you respond?

Reassure: Let them know that their accounts are safe, that no data has been compromised, that it’s not a technology issue on their end.  Address their specific concern immediately.

Rectify: Share what the organization is doing to address the technical issues or to deal with that bad actor that is spoofing your phone number.

Respect: Ramp up your messaging that acknowledges their time is important, that appreciates their reaching out to you to share this information.  Reference their name in a professional manner throughout the conversation.

Reiterate: Close the engagement by restating your appreciation of their bringing this to your attention, and reassure them once again that their information is safe.

When addressing a corporate technology fail, Reassure, Rectify, Respect, and Reiterate.

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