Diary of a Customer Liaison Manager: Between the Client and the Carnage

Step into the shoes of a UK customer liaison manager balancing delivery drama, operational clashes, and fragile client trust. Monday: Complaint City Woke to six emails titled "URGENT." All the same job.

Delivery window missed, driver delayed by a crash, client not having it. Smiled sweetly while getting roasted. Lesson: Never let them hear the panic.

Tuesday: Damage Limitation One client claimed we'd scratched a GBP3,000 coffee machine. Another blamed us for "delayed install." Neither had photos.

Took the hit anyway -- sometimes peace costs GBP50 goodwill credit. Highlight: Got a "thank you" for once. Framed it.

Wednesday: Internal Battles Tried to nudge ops team to prioritise a VIP client. Got eye-rolls and a spreadsheet hurled my way.

Mediation isn't in my job description, but here we are. Moral: Being liked by everyone is impossible. So aim for respected.

Thursday: Small Wins, Big Mood Sorted a long-running query and got a glowing email from a key client. Felt like I'd cured a disease.

Even the transport office offered me tea. Win: First time this month I didn't dream in tracking codes. Friday: Last-Minute Mayhem

Client moved a high-value delivery up by 24 hours. Driver asleep, truck in Wales. Pulled a miracle -- just.

Finished the week with a headache and a thank you. Takeaway: You're the buffer between chaos and complaint. Wear armour.

Final Thoughts Customer liaison is emotional logistics. You're spinning plates blindfolded while smiling.

But when a tough week ends with client praise, it almost feels like winning.

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