What employees should be kept in the loop about.

Yesterday I shared about how to keep employees in the loop. Today’s post is about what employees should be kept in the loop about. What should they be told? What shouldn’t they be told?

There are a lot of answers to that question. It can depend on what group or department (engineering, customer service, etc.) the employee is in, what level they are at (frontline, executive, etc.), and what type of information it is.

This post is going to discuss mainly what customer service employees should be kept in the loop about.

Outages.
If there is an outage or similar downtime event, the customer service staff should be the second group that should be notified (engineering or whoever is in charge of fixing it should be notified first). Chances are, though, that they already know about the outage.

As usual, with updates relating to things like outages and downtime, you want to answer the common questions:

  • What happened.
  • What caused it.
  • What’s being done about it.
  • When it will be back up and running.
  • What’s being done to prevent the problem from happening in the future.
  • What, if any, compensation the client will get.
  • Who to ask if you have any more questions.

The customer service team should know all of those answers – that way they can pass the answers onto the customer.

Bug fixes.
Most modern technology companies have some sort of software to keep track of bugs and what is being done about them. Customer service should have access to this software and should be kept in the loop about reports.

Product roadmap.
The product development groups should keep customer service in the loop about about what is planned, what’s coming when, etc. That way, customer service can tell customers about when they can expect certain features and developments.

Marketing.
If marketing is planning a huge campaign, customer service should know all about it. If the campaign is successful, there will be a lot of new customers/upgrades/etc., which is very resource intensive. At the very least, customer service will probably have to answer a lot of pre-sales questions and deal with billing issues.

Metrics.
Even though I claim customer service isn’t about metrics, everyone likes to see numbers. The customer service staff should be given frequent updates about their satisfaction scores, how many emails they are replying to, average number of time it takes for a resolution, total number of elevations, etc. Having numbers allows everyone to see how they are doing.

As a customer service representative or manager, what information do you find useful? What should employees, particularly in customer service, be kept in the loop about?

One Response to “What employees should be kept in the loop about.”

  1. Service Untitled » When explaining an outage, give details. - customer service and customer service experience blog said:

    Jun 25, 08 at 11:35 pm

    […] or 20 minutes to help resolve the problem, they’ll appreciate it. Of course, you also need to keep employees in the loop in order for customers to be kept in the […]