Customers see internal communication issues

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.

Listen to podcast

🎧 Subscribe on Spotify, Amazon Music or Apple Podcast.

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!

Related links 

  1. Missed previous episode? Listen to ‘avoid these slippery conversations hiccups
  2. Check out my Digital Customer Service assessments in the consulting page
  3. Up-skill your customer service team with customized training paths
  4. Want to boost your next conference? Here are my keynote speeches
  5. Read my book ‘The Power of Digital Conversations‘ 
  6. Learn about the Customer Culture Academy.
  7. 🎧 Subscribe to this podcast on Spotify, Amazon Music or Apple Podcast.

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?

👉 Let’s share our experiences in this informal conversation.

.

Image credit: Unsplash.com

.

Subscribe to the newsletter.

Have great conversations!

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 CustomerServiceCulture.com, he is the author of thematic books at thematic conferences in Italy and abroad and lecturer at the Bicocca University of Milan.

Related Posts