The First Move After a Client Complaint
Select a client-recovery response that validates impact, narrows scope, and starts a learning loop.
CLIENT RECOVERY A high-value client says the rollout has been chaotic and confidence is dropping. The team knows several delays came from client-side dependency changes, but the client is describing real impact. What should the CSM send first? Acknowledge the experienced impact, name the scope to investigate, and propose a same-day recovery plan. Strong. This resists the 3Ps, validates the client, and starts a postmortem loop with a concrete timeline. Explain the dependency changes in detail so the client understands the delays were not all on your team. Weaker. Some context may matter later, but leading with it sounds defensive…
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