Customer updates that build trust
What to say, how often, and how to deliver bad news or delays.
- Level
- Beginner
- Length
- About 25 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Write updates with status, next step and next update time.
- Set a sensible update cadence by priority.
- Deliver delays and bad news honestly.
- Confirm resolution before closing.
Course outline
- 1.Customer updates that build trustVideo · 3 min
- 2.The three-part updateLesson · 8 min
- 3.Updates during outages and major incidentsLesson · 8 min
- 4.Closing the loop: resolution messages and follow-upsLesson · 8 min
- 5.Customer updates that build trust: knowledge checkKnowledge check · 15 questions
- 6.Angry customer with a recurring issueScenario
- 7.Final exam6 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Customer service communication practices (general)
- ITIL 4 Foundation: incident and change management practices (overview)
See it with your own jobs and topics
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