Structured for Service

You have likely been the recipient of service along the following lines: ” Sir, this problem has been caused by a different department. For it to be resolved you need to contact that department, once resolved we will make the amendments as requested.”

It sounds reasonable. The person on the call does not have the ability, access or skill to solve the problem for the client. The issue is that this problem was not caused by the client, it was caused by processes within a business that now expects the client to spend there time and energy to resolve a problem they did not cause for a product that they pay for.

It’s frustrating when this happens to you. It happens far more frequently than we suspect.

The question is, does this happen to YOUR customers?

You know how frustrating it is, fix it!

Ben Kolde

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