{"id":34430,"date":"2023-07-04T17:05:47","date_gmt":"2023-07-04T15:05:47","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=34430"},"modified":"2023-07-04T17:05:48","modified_gmt":"2023-07-04T15:05:48","slug":"close-the-loop-with-your-front-line","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/close-the-loop-with-your-front-line\/","title":{"rendered":"Close the loop with your front line"},"content":{"rendered":"<p>When I was a kid my mother used to tell me: <em>&#8216;make sure to lock the window, otherwise air drafts will get in!&#8217;<\/em> 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 <strong>2\u00b0 level support<\/strong> is necessary, i.e. you need to deal internally with other departments to handle a case. So what are the consequences if you don&#8217;t close the loop with your front line team?<\/p>\n<h2><strong>Listen to the podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=55142736&amp;theme=light&amp;playlist=false\" width=\"100%\" height=\"200px\" frameborder=\"0\"><\/iframe>\n<h2><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:03 Welcome to episode n\u00b025<\/li>\n<li>00:51 Is the final answer to the customer really &#8216;final&#8217;?<\/li>\n<li>02:57 When you don&#8217;t close the loop with your front line! [a shocking case]<\/li>\n<li>04:27 Two risky consequences you just can&#8217;t afford<\/li>\n<li>06:35 How often do you review your internal communication procedures?<\/li>\n<li>08:45 Avoid the fast train towards obsolescence<\/li>\n<li>09:41 Have you subscribed to this podcast yet?<\/li>\n<li>09:57 All about CustomerServiceCulture.com services<\/li>\n<li>10:15 Questions \/ feedbacks? Hit me up: <em>paolo@customerserviceculture.com<\/em><\/li>\n<li>10:41 Learn more about the Customer Culture Academy<\/li>\n<\/ul>\n<h2><strong>Related links\u00a0<\/strong><\/h2>\n<ol>\n<li>Download the Digital Customer Service Personas\u00a9 <a href=\"https:\/\/bit.ly\/DCSP-EN\">skill-set framework<\/a>.<\/li>\n<li>Apply, test, improve: here&#8217;s how you can get your team up-skilled for Digital Customer Service conversations with my <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting<\/a> and <a href=\"https:\/\/customerserviceculture.com\/en\/training\">customized training paths<\/a>.<\/li>\n<li>Align actions with your values thanks to the &#8216;<a href=\"https:\/\/customerserviceculture.com\/en\/customer-culture-academy\/\">Customer Culture Academy<\/a>&#8216;<\/li>\n<li>Previous podcast episode: &#8216;<a href=\"https:\/\/bit.ly\/Pod-EN24\">stand out or go home, said the customer!<\/a>&#8216;<\/li>\n<li><a href=\"https:\/\/customerserviceculture.com\/en\/values\/\">My values<\/a> lead my way both professionally and personally, every single day.<\/li>\n<\/ol>\n<h2><strong>Don&#8217;t miss next episodes<\/strong><\/h2>\n<p>Subscribe to this podcast on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/p>\n<h2><a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-33553\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-300x62.png\" alt=\"Podcast on Spotify\" width=\"800\" height=\"165\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-200x41.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-300x62.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-400x83.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-600x124.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-768x159.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-800x165.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-1024x212.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-1200x248.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-1536x318.png 1536w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/a><\/h2>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>After providing the final response to the customer, make sure to close the loop also with your front line \/ support team. Always <strong>keep them in the loop<\/strong> to prevent risky and counterproductive situations in the midst of a conversation with the customer. A final question for you: what&#8217;s your hottest Digital Customer Service challenge?<\/p>\n<blockquote><p><a href=\"https:\/\/customerserviceculture.com\/en\/a-conversation-with-paolo-fabrizio\/\">Let&#8217;s share our experiences in this informal chat<\/a>.<\/p><\/blockquote>\n<p>Have great conversations. \ud83d\udc4a<\/p>\n<p><em>Image credit: Unsplash.com<\/em><\/p>\n<p><strong>P.S.<\/strong> If you enjoyed this content <a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">subscribe to the newsletter<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>When I was a kid my mother used to tell me: &#8216;make sure to lock the window, otherwise air drafts will get in!&#8217; 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\u00b0 level support is necessary, [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":34461,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[867,763,915],"class_list":["post-34430","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-internal-communication","tag-podcast-2","tag-second-level-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Close the loop with your front line - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Whenever you need to deal internally with other departments to handle a customer query, here are the consequences if you don&#039;t close the loop\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/close-the-loop-with-your-front-line\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Close the loop with your front line - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Whenever you need to deal internally with other departments to handle a customer query, here are the consequences if you don&#039;t close the loop\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/close-the-loop-with-your-front-line\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2023-07-04T15:05:47+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-07-04T15:05:48+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/close-the-loop.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/close-the-loop-with-your-front-line\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/close-the-loop-with-your-front-line\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"Close the loop with your front line\",\"datePublished\":\"2023-07-04T15:05:47+00:00\",\"dateModified\":\"2023-07-04T15:05:48+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/close-the-loop-with-your-front-line\/\"},\"wordCount\":351,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/close-the-loop-with-your-front-line\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/close-the-loop.png\",\"keywords\":[\"internal communication\",\"podcast\",\"second level support\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/close-the-loop-with-your-front-line\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/close-the-loop-with-your-front-line\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/close-the-loop-with-your-front-line\/\",\"name\":\"Close the loop with your front line - 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