Se enfrenta a un problema crítico de red. ¿Cómo maneja las expectativas de los clientes de manera efectiva?

When dealing with network issues, I’ve found that the initial assessment is not just about understanding the technical problem but also about gathering the right data to guide the conversation with clients. From my experience, this rapid assessment phase is where you set the tone for the entire resolution process. I always emphasize the importance of a clear and methodical approach to quickly identify the root cause, which allows for informed and accurate communication right from the start.

If a network issue is recognized, quickly collecting information from all affected systems & departments is critical so as to then be able to quickly review, what the telemetry is indicating so as to be able to understand the problem, come up with a solution and to relay accurate reassurances to clients.

Segun mi experiencia es basico comunicar y enfrentar asertivamente un problema ante el cliente. Demostrar que aun en esas condiciones estamos en la posicion de darle explicaciones y soporte inmediato sobre la marcha, a la par que coordinamos muy cercanamente que nuestros ingenieros de servicio estan haciendo puntualmente lo que corresponde.

Bring prepared for the situation at hand is key. Taking your time to do the initial assessment is key, the more knowledge you can gather about the issue or potential issues the better prepared you are to assist the client throughout the entire remediation process. Communication is the second big key. Assess not only the issue at hand but what the first fix needs to be to get your client back on track as soon as possible. Sometimes a number of fixes require them to be done in order so as to minimize down time on certain links, especially if those are priority links IE; banks, hospitals and police stations. Less downtime is ALWAYS the best outcome in an otherwise unfavorable situation.

Lo primero de todo es recopilar información, saber que ocurre y porque ocurre, una vez hagas ese trabajo de forma rápida y eficiente todo ira sobre ruedas, apoyarte siempre en compañeros tengan mas o menos experiencia

Make sure you are well aware of the outage reason and tentative timeline to resolve the issue. Customer will listen to you if you have all the related knowledge.

Make sure you have the preliminary update for the issue and your teams must've updated you regarding the fault occurrence time and probable reason because, in the telecom sector, most of the faults recur due to the same reasons that occurred historically. Keeping your customer updated with effective communication can relieve the impact / anger for some time. During prolonged faults, the timeline matter

Lo mejor es tener reuniones periódicas, siendo esta todo lo frecuente que el cliente necesite ya que si existe una problema el cliente querrá estar informado