Agree & Join LinkedIn

By clicking Continue to join or sign in, you agree to LinkedIn’s User Agreement, Privacy Policy, and Cookie Policy.

Skip to main content
LinkedIn
  • Articles
  • People
  • Learning
  • Jobs
  • Games
Join now Sign in
Last updated on Feb 13, 2025
  1. All
  2. Telecommunications
  3. Mobile Communications

Your client is waiting for a repair, but time keeps slipping away. How will you manage their frustration?

When a repair takes longer than expected, keeping your client appeased requires tact and proactive communication. Here's how to mitigate their frustration:

- Acknowledge the delay and apologize sincerely, ensuring the client feels heard and valued.

- Provide regular updates, offering transparency about the progress and expected timeframes.

- Offer compensation or alternatives, like discounts on future services, to demonstrate commitment to customer satisfaction.

How do you handle delays in service and maintain client relationships? Share your strategies.

Mobile Communications Mobile Communications

Mobile Communications

+ Follow
Last updated on Feb 13, 2025
  1. All
  2. Telecommunications
  3. Mobile Communications

Your client is waiting for a repair, but time keeps slipping away. How will you manage their frustration?

When a repair takes longer than expected, keeping your client appeased requires tact and proactive communication. Here's how to mitigate their frustration:

- Acknowledge the delay and apologize sincerely, ensuring the client feels heard and valued.

- Provide regular updates, offering transparency about the progress and expected timeframes.

- Offer compensation or alternatives, like discounts on future services, to demonstrate commitment to customer satisfaction.

How do you handle delays in service and maintain client relationships? Share your strategies.

Add your perspective
Help others by sharing more (125 characters min.)
31 answers
  • Contributor profile photo
    Contributor profile photo
    Muhammad Suhail

    TOP LINKEDIN VOICE EARNED BADGES / CONTENTS WRITERS/ HEAD OF OPERATION/HR AND OTHERS #linkedin.com/in/muhammad-suhail-669094271

    • Report contribution

    Handling delays effectively requires transparency, sincere communication, and a strong commitment to customer satisfaction. Acknowledging the issue, offering regular updates, and providing compensation or alternatives helps manage expectations and maintain trust. Additionally, proactive measures, post-resolution follow-ups, and continuous improvements will solidify your relationship with clients in the long term.

    Like
    11
  • Contributor profile photo
    Contributor profile photo
    Mark Engstar

    International Wealthmaking Opportunities Educator, Amazon's best selling co-author and Founder of Strangers Group.

    • Report contribution

    When delays occur, clear and proactive communication is key to managing client frustration. Keep them informed with real-time updates about the repair status, expected completion time, and any setbacks. Show empathy—acknowledge their inconvenience and assure them their concerns matter. Offer alternative solutions, such as temporary fixes or discounts, to ease their frustration. Maintain a professional and patient approach, listening actively and responding promptly. Building trust through transparency and reliability ensures customer satisfaction, even in challenging situations. A well-handled delay can strengthen client relationships and boost brand loyalty.

    Like
    8
  • Contributor profile photo
    Contributor profile photo
    Noemí Otazu

    Strategy Consulting / Strategic Marketing & PM / #SoyProgresa

    • Report contribution

    Being without our smartphones generates such a degree of anxiety that repair experience is highly sensitive in our customer experience & loyalty with our telco provider. Regardless of transparent info of delay reasons, reward bonuses, etc., for me is critical to have a "robust & agile device replacement solution" to offer as immediate alternative, with a level of usability that allows customers to continue 'existing' as similarly as before the broken device (as in the automotive sector). It's also important to anticipate & educate customers on having key information 'backed up' to be able to make a seamless transition in case of breakdown. Customers may understand delays, but will never accept NOT to have a solution to their problem!

    Like
    4
  • Contributor profile photo
    Contributor profile photo
    Rodrigo Garcez

    Founder at CVrec | Sales B2B | BizDev

    • Report contribution

    Seja honesto com ele sempre. A clareza de expectativas: prazo, produto, atrasos, etc. Devem sempre ser colocadas para uma boa relação de longo prazo

    Translated
    Like
    4
  • Contributor profile photo
    Contributor profile photo
    Ricardo Borba Carvalho

    Suporte Técnico

    • Report contribution

    Tento ser o mais claro e correto com o cliente, informo que está sendo buscado a normalização no seu serviço (sou suporte técnico em provedor de internet) explico o que aconteceu para perder a conexão e como funciona a manutenção para retorno da sua rede, busco explicar também sobre o seu SLA e informo que faremos nosso trabalho antes do prazo limite.

    Translated
    Like
    4
  • Contributor profile photo
    Contributor profile photo
    Noé Garibay

    Estratega, Financiero, Consultor, Profesor, Capacitador, Conferencista, Operaciones, Cadena de Suministro.

    • Report contribution

    De entrada, reconocer mi responsabilidad, acelerar la solución de manera inmediata, puede ser dar un equipo en lugar del de la falla, por el tiempo que se tarde el servicio de reparación y darle algún beneficio adicional por la tardanza.

    Translated
    Like
    3
  • Contributor profile photo
    Contributor profile photo
    Nathalie WAYMEL ▪ Opérateur Télécom pour les professionnels

    Directrice Commerciale chez Sphère Telecom 📞 | 3CX | 📱

    (edited)
    • Report contribution

    - Informer rapidement sur les délais et obstacles éventuels. - Proposer une solution alternative si possible. - Assurer un suivi régulier pour montrer notre engagement. - Faire preuve d’empathie et rassurer le client. Surtout être transparent avec son client et proposer toutes les solutions possible pour faire durer le moins longtemps la frustration.

    Translated
    Like
    3
  • Contributor profile photo
    Contributor profile photo
    Mark Polansky

    Full Stack Developer @ Resideo | Backend Engineering | Cloud & API Integrations | IT Systems Optimization

    • Report contribution

    Managing delays is all about proactive communication. Acknowledging the issue early and keeping clients informed can make a huge difference. I’ve found that following the adage ‘under-promise and over-deliver’ helps maintain trust—setting realistic expectations upfront and then exceeding them when possible. Even a small gesture, like a discount or priority service next time, can reinforce goodwill.

    Like
    2
  • Contributor profile photo
    Contributor profile photo
    Niaz Malik

    Former CEO of a Leading Asian Telecom turned Motivational Speaker I CEO Coach & Leadership Mentor | Paralyzed in Life-Altering Accident at 40 | Expert in Navigating Adversity | Road Safety & Sustainability Ambassador

    • Report contribution

    When a repair is delayed, managing client frustration is all about trust and reassurance. Stay ahead by setting realistic expectations from the start, so they aren’t left guessing. Instead of waiting for them to complain, reach out first with updates, even if there’s no progress yet. Show empathy by acknowledging their inconvenience and offering a temporary solution if possible. Most importantly, keep your promises—if you say you’ll call in an hour, do it. Small actions build confidence and turn frustration into patience.

    Like
    2
  • Contributor profile photo
    Contributor profile photo
    Udi Shoshan

    Supplier of Customer-Care & Billings S/W platform for Telco, Subscriptions, Wholesales, B2B..& much more.

    • Report contribution

    We put fact and figures on table, and discuss the next steps. Honestly, I don't remember when we had delay, we prepare all in advance.

    Like
    2
View more answers
Mobile Communications Mobile Communications

Mobile Communications

+ Follow

Rate this article

We created this article with the help of AI. What do you think of it?
It’s great It’s not so great

Thanks for your feedback

Your feedback is private. Like or react to bring the conversation to your network.

Tell us more

Report this article

More articles on Mobile Communications

No more previous content
  • You're developing apps for multiple mobile platforms. How do you ensure a seamless user experience?

  • You're tasked with leading your team on 5G integration. How will you ensure they follow best practices?

  • Your team is scattered across different locations. How do you keep everyone connected using mobile tools?

  • Your field teams are struggling with unreliable mobile networks. How can you enhance their connectivity?

No more next content
See all

More relevant reading

  • Mechanics
    How do you adjust to customer changes?
  • Customer Service
    How can you establish trust with customers who are new to your company?

Explore Other Skills

  • Mobile Technology
  • Telecommunication Services
  • Telecommunications Systems

Are you sure you want to delete your contribution?

Are you sure you want to delete your reply?

  • LinkedIn © 2025
  • About
  • Accessibility
  • User Agreement
  • Privacy Policy
  • Cookie Policy
  • Copyright Policy
  • Brand Policy
  • Guest Controls
  • Community Guidelines
Like
6
31 Contributions