From 3e07f4a626648f87beca7b2369b6e10ebdb5e75a Mon Sep 17 00:00:00 2001 From: eashaw Date: Wed, 16 Mar 2022 10:00:31 -0500 Subject: [PATCH] Update customer handbook headings and formatting (#4612) * update headings, add newlines * Update customers.md --- handbook/customers.md | 32 +++++++++++++++++++++----------- 1 file changed, 21 insertions(+), 11 deletions(-) diff --git a/handbook/customers.md b/handbook/customers.md index 84ec035138..fe35edbc73 100644 --- a/handbook/customers.md +++ b/handbook/customers.md @@ -5,28 +5,38 @@ ### Scheduling meetings with customers To schedule an ad hoc meeting with a Fleet customer, use the ["Customer meeting" Calendly link](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit#heading=h.v47bs6uo0jpk). -# Missed Zoom Meeting | Etiquette with Customers +### Missed Zoom Meeting | Etiquette with Customers This is a tutorial on how to respond when someone from outside the company misses a call. -## 48 hours before a meeting +#### 48 hours before a meeting L1: Check the calendar invite to determine if the customer has accepted the invitation. + L2: If the customer has not accepted the invitation please reach out through appropriate channels to confirm attendance (Ex: EAs, Email, Slack). + L3: Test the Zoom Meeting link to ensure that it is working. + L4: Ensure that agenda documents are attached and accessible to meeting attendees (as appropriate to the situation). -## Day of meeting +#### Day of meeting L1: Join meeting 2-3 minutes prior to the meeting start time. -L2: If the customer does not join the call after 3-minutes: -- Slack, if we have a shared channel -- Email, using the email address from the calendar invite -- LinkedIn, send a direct message -- Phone, try finding their number to text and/or call (as appropriate to the device type: landline vs cell phone) -L3: In these communications to the customer remember to approach the situation with empathy. ==Anything could have happened==. + +L2: If the customer does not join the call after 3-minutes, contact the customer with: + +- Slack, if we have a shared channel. +- Email, using the email address from the calendar invite. +- LinkedIn, send a direct message. +- Phone, try finding their number to text and/or call (as appropriate to the device type: landline vs cell phone). + +L3: In these communications to the customer remember to approach the situation with empathy. Anything could have happened. + L4: Be ready to supply an alternative date and time to reschedule the call. Suggest 2-3 options for the customer to choose from. -L5: Ensure that contact information is accurate and that meeting invites can be received and accessed by the customer. -L6: Repeat back to the customer the newly agreed upon date and time, as well as the contact information. + +L5: Ensure that contact information is accurate and that meeting invites can be received and accessed by the customer. + +L6: Repeat back to the customer the newly agreed upon date and time, as well as the contact information. + L7: Congratulations, you’re ready to set up a new call. ### Next steps after a customer conversation