Close the loop with your front line

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?

Listen to the podcast


  • 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 services
  • 10:15 Questions / feedbacks? Hit me up:
  • 10:41 Learn more about the Customer Culture Academy

Related links 

  1. Download the Digital Customer Service Personas© skill-set framework.
  2. Apply, test, improve: here’s how you can get your team up-skilled for Digital Customer Service conversations with my consulting and customized training paths.
  3. Align actions with your values thanks to the ‘Customer Culture Academy
  4. Previous podcast episode: ‘stand out or go home, said the customer!
  5. My values lead my way both professionally and personally, every single day.

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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?

Let’s share our experiences in this informal chat.

Have great conversations. 👊

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About Paolo Fabrizio

Digital Customer Service Consultant, Trainer, Author, Speaker. In the 90s he took part in the startup of the first online insurance company in Italy, following the customer's entire life cycle. Since 2013 as a consultant and trainer he has helped companies to exploit digital customer service as a business lever. Founder of, he is the author of thematic books at thematic conferences in Italy and abroad and lecturer at the Bicocca University of Milan.

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