You're facing angry customers demanding service restoration. How can you convey the timeline effectively?

Handling angry customers requires a mix of empathy, clarity, and assurance. Am follow a structured approach to effectively convey the timeline for service restoration and that includes: 1. Acknowledge and Empathize 2. Provide them with a Clear and Accurate Timeline 3. Explain the Cause (If Appropriate) 4. Describe the Steps Being Taken 5. Offer Reassurance 6. Provide Contact Information for Updates 7. Follow Up with customers

This is exactly how I do it. I have to say that I learned the hard way though. This is a position where you learn on a daily basis because you are dealing with different people, different perspectives and the same person can twist on you like you’d not expect. So it is always good to explain and go through all details right at the beginning and keep them updated at all times. Follow up with them and be available, easy going yet very professional. Even the hardest client will fall for an open-minded person with a good ear and sweet voice. Always treat people the way you’d want to be treated if you were on the other side of the line.

FTTH service interruptions typically come from a few factors: - massive event, resulting from a cable break => OSS systems need to detect and proactively inform subscribers that the event has been detected, is being handled and what the expected return is based on real data from the operator's history in that region; - events specific to that subscriber, whether due to a cable break, power outage or even a problem or inadequate reconfiguration of the equipment at their premise => in these cases the OSS system needs to clearly show the alarms to the NOC operator or to the AI systems that interact with the subscriber, as well as provide for automatic self-configuration of the equipment in the event of a factory reset.