Keep the customer informed

Keep your clients informed of developments involving them, particularly about technical problems and outages. Keep them apprised even if nothing is going on. For example, let them know you have contacted the vendor but still haven’t heard anything back. No news is still news.

If a customer leaves you a request via voicemail or e-mail, let the customer know you received it, even if you are still in the process of handling it. Doing so gives the customer one less matter to worry about.

When a problem is resolved, let the customer know that, too. Nothing is more frustrating to customers than finding out that they could have been working sooner if they had only known.