What do I do when faced with a task I can’t complete?

If a customer delegates a task to you that is outside of your competencies or you currently do not have sufficient capacity, please forward the task using the “Delegate to TL” button. This way your customer will be helped as fast as possible under one roof, he does not have to look elsewhere and remains your customer. my-vpa covers many areas and wants to fulfill the customers’ expectations. A complete overview can be found here https://www.my-vpa.com/assistance areas / 

Before delegating a task:

• Make sure that all the information and annexes necessary for processing the task are available. Consequently, approach the customer directly in the task chat if something still needs to be clarified. Valuable time is lost if the Ops team cannot post the task directly for application. Once everything is settled, let the customer know that you can’t do the task yourself, but that we will immediately look for a suitable VPA for him/her among the team.
        Sample text: “Thank you very much for your task. Unfortunately, I cannot assist you this time, but I will forward the task internally so that we can find a suitable VPA for this task.  Can you please provide all the necessary information in the task chat that is required to complete the task?. Thank you very much and see you next time.”
• Offer your client a new deadline if you can basically do the task but need a little more time.
        Sample text: “Thank you very much for the new task. Unfortunately, due to capacity reasons, I will not be able to complete it by the given deadline, but I could deliver the result to you by XY. If you agree, a short ok will do for me. If that is too late for you, we can ask internally for a VPA who is able to take over this task.”
• Please record in the comment field of the confirmation why you can not complete the task. We will then take this into account for the next task distribution.

If you have not informed your customer about the forwarding in the task chat, we won’t be able to edit the task. It is your responsibility to explain to your customer why you are forwarding a task. We have prepared several chat templates for you in the task chat.

If you perceive that the scope of a customer’s tasks is increasing, please contact me. We can provide you with a TA or support you with project management. For more tips on how to manage your customer base and expand it in the long term, please refer to the document Nach dem Onboarding ist vor dem Start.  (after onboarding is right before the start).