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Last updated on Sep 17, 2024

You've faced a major service disruption in the BPO industry. How can you rebuild trust with your client?

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Diviya Ramasamy

Changemaker l Process Optimization & Framework Enthusiast l Lean Engineer l Visionary Leader l Follow for more insights…

Service disruptions are tough, but regaining client trust is key. Here's how to bounce back:

Immediate response: Quickly acknowledge the issue and apologize sincerely.

Transparent communication: Keep clients updated on recovery efforts and timelines.

Preventive measures: Outline steps being taken to prevent future disruptions.

How do you regain trust after a service hiccup? Share your strategies.

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Diviya Ramasamy

Changemaker l Process Optimization & Framework Enthusiast l Lean Engineer l Visionary Leader l Follow for more insights on Mindset, Personal Growth, and Transformation.
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In a major BPO service disruption, the priority is transparency and swift resolution. I once managed a disruption during the Feedback Loop Implementation Project, where I used the ITIL (Information Technology Infrastructure Library) framework for incident management. By rapidly identifying the root cause, communicating recovery plans, and detailing preventive measures, we restored client trust. Following up with a post-mortem analysis reassured the client that future issues would be avoided. I recommend "Extreme Ownership" by Jocko Willink to explore taking full responsibility in crises. Fun fact: The key to trust recovery? Be the knight in shining armor, not the dragon!

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