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Video of The Danger of No Communication: Customer Service Training 101 in Customer Service course by Don Crawley, Author of The Compassionate Geek channel, video No. 75 free certified online
http://www.doncrawley.com When we don't know what's going on, we tend to fill in the blanks and it's almost never good. That's why it's so important to communicate with your end users, other customers, colleagues, and bosses. Even if you have nothing to report, that's something. Let them know that nothing has changed, but that you're still working on it. When our customers or colleagues have a case open or we're working on a project, it's important to check-in from time-to-time to let the affected people know what's happening. Some people may not care, but most people don't like being in the dark. They want status updates. It only takes a moment or two to send a quick email letting them know where things stand, even if there's no change. You could also send a text or chat message. It may even be appropriate to make a quick phone call, depending on the nature of the issue or project and the communication preferences of the person or people with whom you're working. Of course, it's possible to go overboard with status updates, so use some good judgement and discretion to avoid flooding inboxes. If you're not sure how much communication is appropriate, ask. The point is to keep the affected people informed.