Close the loop with your front line

When I was a kid my mother used to tell me: ‘make sure to lock the window, otherwise air drafts will get in!’ While that message was pretty clear to me, I could not imagine that it would remain relevant until today as for customer relationships. In particular whenever a 2° level support is necessary, i.e. you need to deal internally with other departments to handle a case. So what are the consequences if you don’t close the loop with your front line team?

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Highlights

00:03 Welcome to episode n°25
00:51 Is the final answer to the customer really ‘final’?
02:57 When you don’t close the loop with your front line! [a shocking case]
04:27 Two risky consequences you just can’t afford
06:35 How often do you review your internal communication procedures?
08:45 Avoid the fast train towards obsolescence
09:41 Have you subscribed to this podcast yet?
09:57 All about CustomerServiceCulture.com services
10:15 Questions / feedbacks? Hit me up: paolo@customerserviceculture.com
10:41 Learn more about the Customer Culture Academy

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Over to you

After providing the final response to the customer, make sure to close the loop also with your front line / support team. Always keep them in the loop to prevent risky and counterproductive situations in the midst of a conversation with the customer. A final question for you: what’s your hottest Digital Customer Service challenge?