Customer Service Playbook

When engaging in a review of new features or outputs with a client, frame the process as a collaborative effort to refine and improve, rather than a final judgment. Use inclusive language like 'we got to change this' or 'we got to edit this' to manage expectations that initial outputs may not be perfect. This approach encourages open feedback and makes the client feel like a partner in the development, strengthening the relationship and ensuring they are comfortable requesting further adjustments without fear of damaging the relationship.

When a customer mentions they've been using workarounds or 'hacks' for a process, recognize this as a signal of unstated frustration or a knowledge gap, especially after system updates. Proactively address the underlying pain point by providing the correct, updated guidance, even if they haven't explicitly complained. Walk them through the official workflow and demonstrate new features, reinforcing trust in the platform and showing that their unvoiced struggles are seen and resolved. This turns a potential complaint into a positive support interaction.

When activating new AI tools or automations, provide the client with highly specific, actionable test instructions, emphasizing the need for varied input to thoroughly stress-test the system. Clearly articulate the expected outputs and the 'definition of done,' such as requiring explicit client sign-off on the quality and accuracy of the results. This hands-on validation process ensures the client builds trust in the new tools, actively participates in their success, and takes ownership of the quality before full deployment. For example, specify to 'give it different situations' like charge-offs and collections for credit reports.