Technický problém s klientom po anglicky je iná situácia než bug report pre kolegu. Klient nepotrebuje ticket #4550 — potrebuje vedieť, či môže pracovať, kedy to bude opravené a čo robíte. Tento článok je pre dev, support, PM a account manažery pri calle alebo e-mailu s klientom.
Všeobecná komunikácia s klientom: Angličtina s klientom. Business kontext: Business English. Technický popis pre tím: Ako vysvetliť bug po anglicky.
Čo klient potrebuje vs. čo nie
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| Klient potrebuje | Klient nepotrebuje |
|---|---|
| Dopad na jeho prácu | Stack trace |
| Časový odhad | Interné ticket numbers |
| Workaround | Debata o architektúre |
| Kto kontaktovať | Blame na tretiu stranu bez faktov |
| Písomný follow-up | Slang: deploy, rollback, hotfix bez vysvetlenia |
Štruktúra komunikácie pri probléme
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- Acknowledge — vieme, že je problém
- Impact — čo to znamená pre klienta
- Action — čo robíme teraz
- ETA / next update — kedy sa ozveme
- Workaround — ak existuje
- Follow-up — e-mail so zhrnutím
Outage — call a e-mail
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Otvorenie calлу:
- Hi Anna, thanks for joining — I know login issues are affecting your team. I'll give you a quick update and what we're doing.
Stred calлу:
- Since about 9 AM CET, some users can't log in — roughly 20% of attempts fail.
- Our team identified the issue and we're deploying a fix now.
- We expect resolution within the next hour — I'll email you by 11 AM either way.
- Workaround: users can try clearing browser cache — not ideal, but helps some cases.
Záver:
- I'll send a written summary and post in the status page.
- Is there anything urgent on your side we should prioritize after fix?
E-mail po calle:
Hi Anna,
As discussed — login failures since 9 AM CET, ~20% of users. Fix deploying now; expected resolution by 11 AM CET.
Workaround: clear browser cache (temporary).
Next update by 11 AM or when resolved.
Status page: status.example.com
Best regards,
Martin
Delay release / feature
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- We need to push the integration launch from March 15 to March 28.
- Reason: we found edge cases in payment testing that could affect your transactions.
- We'd rather delay than ship something unstable — your data security is priority.
- Weekly status emails every Tuesday until go-live.
Vyhni sa: Sprint slipped because dev was slow.
Workaround a partial fix
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- Full fix is scheduled for Friday — until then, you can use manual export from the admin panel.
- We've applied a temporary patch — performance is slower but data is accurate.
- Not a permanent solution — we'll replace it in v2.5.
Keď ešte nevieš ETA
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- We're still investigating — I don't have a firm ETA yet.
- I'll update you within 2 hours with what we know.
- Can I call you back at 4 PM with a status?
Lepšie než falošný deadline.
Frázy bez interného slang
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| Interný slang | Pre klienta |
|---|---|
| We rolled back the deploy | We reversed a recent update that caused the issue |
| Hotfix going out | Emergency fix deploying now |
| Staging vs production | Test environment vs live system |
| API timeout | The connection to our servers is timing out |
| Database migration | We're updating how data is stored — brief maintenance tonight |
Nesúhlas a eskalácia klienta
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- I hear you — this has been disruptive. Let me explain what we're doing to prevent recurrence.
- I'll escalate internally and include our engineering lead on the next call.
- We take this seriously — post-incident review scheduled with your account team.
Po vyriešení — closure
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- The issue is resolved as of 11:15 CET — please verify on your side.
- Root cause: a configuration error after maintenance — corrected and monitored.
- We'll share a short incident summary by end of week — no sensitive data, just timeline and actions.
Kompletný príklad: B1 status (voice note / call)
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Hi — quick update on the reporting bug. Some reports show wrong numbers since yesterday. We know why — it's a calculation error in one module. Fix is ready — we deploy tonight at 10 PM. Your time — about 30 minutes downtime. After that, reports should be correct. I'll email confirmation tomorrow morning. Questions — call me.
Precvičenie
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- Prepíš technický Slack post na 5-vetový e-mail pre klienta.
- Priprav outage call script — acknowledge, impact, action, ETA.
- Vyskúšaj client call scenár — technický problém nahlas.
Súvisiace články
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| Téma | Článok |
|---|---|
| Bug pre tím | Ako vysvetliť bug po anglicky |
| Klient všeobecne | Angličtina s klientom |
| Freelancer | Angličtina pre freelancerov |
| Support | Angličtina pre customer support |
Záver
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Technický problém s klientom po anglicky = dopad, akcia, čas, workaround, follow-up. Žiadny slang bez vysvetlenia, žiadny stack trace na calle. Jasnosť a spoľahlivosť budujú dôveru viac než perfektná technická presnosť v každej vete.