Identifying crises
Before understanding how to prepare or respond, we need to identify what qualifies as a CS crisis. If it was up to some customers, they might categorize every communication as a crisis. I had a customer who frequently asked for help with tasks that had easy self-service resources they could access anytime. Similar to how I teach my son to look for himself before he asks for help, I had to reset expectations with the customer to prevent them from seeing me as an extension of their admin team or support but rather as a strategic partner that creates business value together.
To manage your time best and to serve your customers best, it’s crucial that we delineate what we consider a crisis versus just a raised hand. Here are examples of what you might encounter in your day-to-day as a CSM:
- Technical issues: These can range from minor bugs and software glitches to major system failures or cybersecurity incidents. Addressing technical issues swiftly and...
