Write an e-mail to a subordinate who has been dealing with a dissatisfied client and has asked you to take over. Before communicating with the client, you need to make sure that you have all the information. You need to request all the relevant information from your staff – the person that dealt with the client / customer. To: Subject:

To: [Subordinate's Name]
Subject: Taking Over [Client Name] Account - Information Request

Hi [Subordinate's Name],

Thank you for bringing the situation with [Client Name] to my attention and for your request for me to step in. I'm happy to take over and work towards a resolution.

Before I reach out to the client, I need to ensure I have a complete understanding of the situation. Could you please compile and send me all relevant information regarding this client and their concerns? Specifically, I'll need:

1. A brief summary of the issue(s) from your perspective.
2. A timeline of events and communications with the client.
3. Copies of all relevant correspondence (emails, call notes, meeting summaries).
4. Details of any proposed solutions or actions taken so far.
5. The client's current specific demands or expectations.
6. Any relevant project or account history that would be helpful.

Please send this over as soon as possible, ideally by [suggest a time/date, e.g., end of day today/tomorrow morning], so I can review everything thoroughly before making contact.

Thanks for your hard work on this. Let me know if you have any questions.

Best regards,

[Your Name/Manager's Name]