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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