Customers see internal communication issues

‘Do they really work in the same office/company?‘ That’s what I asked myself last week after having a disappointing customer experience. Actually it had started well, but then the situation went off rail when a second person of the same company joined the conversation. As this is an eye-opening case of how internal communication issues reflect themselves externally, I’m sharing it with laser insights.

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Highlights

00:03 Intro episode #44
01:31 A worrying question
02:11 You can’t hide outside what’s not working well inside
03:11 Customers see internal communication issues [a puzzling experience]
07:55 From high expectations to the land of confusion
08:31 Consequences: Rising doubts…and lower trust!
10:11 💡 Every commercial conversation entails customer experience facets
11:33 Get the issue fixed but don’t forget to apologize
12:55 At the end of the day, are you more or less trustworthy?
14:21 When Customer Culture is inconsistent across department
15:35 Check out the ‘Customer Culture Academy’
17:01 Ask here: paolo@customerserviceculture.com
17:33 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music
17:45 Check all corporate services on CustomerServiceCulture.com
18:27 Closing remarks – have great conversations!

Over to you

Mistakes may happen even in the best of families. However, internal communication gaps are dangerous because even just one of them can jeopardize customer’s trust. So what are you doing to prevent such puzzling situations?