What I learnt after working as a customer facing executive program manager?
1. Let customers know you in person - Make sure you are in touch with them. Talk to them. It doesn't matter how sincere you are unless your customer feel that & believe that.
2. The customer should know how to reach you - Customer should able to reach you the moment they think they need you. This gives a confidence to customer that you are with them. This will help you to avoid several escalations to your seniors.
3. Offer your expertise & advices without being pushy - Give suggestions and try to lead them in the best possible way instead of trying to just manage them.
Golden Rule : Please note Escalation doesn't help, but talk & sincere listening helps.
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