Transparency: provide reason for outage and clear timeframe for fixing as it is important to keep your promises. Provide compensation or extra service

Incomparable levels of service will never allow you to be threatened. Never provide the ammunition for an empty weapon always pointed in your direction in our ever increasing demand for service excellence. Stay ahead of the pack with honesty, integrity and simple good old fashioned values.

As a service provider, dealing with outages can be a daunting task especially when they are frequent. One thing a customer appreciates is open communication and reassurance of a better and improved service. Let them know that when service is restored, the KPIs would greatly exceed their demands and satisfaction. Compensation for the outages experienced in form of bonuses also play a great role in winning back customer loyalty.

Based on my experience while handling outages with customers , a very crucial factor is being proactive rather than reactive , proactive in a sense of notifying them early before they even noticed in addition to keep them informed and updated about the issue and restoration progress

Clear and honest communication with your customers before even the outages happen, with a committed time line for fixing the outages and finally with a fair compensation for any inconvenience happened during the incident.