{"id":41313,"date":"2025-06-18T10:17:50","date_gmt":"2025-06-18T08:17:50","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=41313"},"modified":"2025-06-18T10:17:51","modified_gmt":"2025-06-18T08:17:51","slug":"customers-see-internal-communication-issues","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/customers-see-internal-communication-issues\/","title":{"rendered":"Customers see internal communication issues"},"content":{"rendered":"<p>&#8216;<em>Do they really work in the same office\/company?<\/em>&#8216; That&#8217;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 <strong>internal<\/strong> communication issues reflect themselves <strong>externally<\/strong>, I&#8217;m sharing it with laser insights.<\/p>\n<p><!--more--><\/p>\n<h2><strong>Listen to podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=66599731&amp;theme=light&amp;playlist=false&amp;playlist-continuous=false&amp;chapters-image=true&amp;episode_image_position=right&amp;hide-likes=false&amp;hide-comments=false&amp;hide-sharing=false&amp;hide-logo=false&amp;hide-download=true\" width=\"100%\" height=\"150px\" frameborder=\"0\"><\/iframe>\n<p>\ud83c\udfa7 Subscribe 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><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:03 Intro episode #44<\/li>\n<li>01:31 A worrying question<\/li>\n<li>02:11 You can&#8217;t hide outside what&#8217;s not working well inside<\/li>\n<li>03:11 Customers see internal communication issues [a puzzling experience]<\/li>\n<li>07:55 From high expectations to the land of confusion<\/li>\n<li>08:31 Consequences: Rising doubts&#8230;and lower trust!<\/li>\n<li>10:11 \ud83d\udca1 Every commercial conversation entails customer experience facets<\/li>\n<li>11:33 Get the issue fixed but don&#8217;t forget to apologize<\/li>\n<li>12:55 At the end of the day, are you more or less trustworthy?<\/li>\n<li>14:21 When Customer Culture is inconsistent across department<\/li>\n<li>15:35 Check out the &#8216;Customer Culture Academy&#8217;\u00a0<\/li>\n<li>17:01 Ask here: <em>paolo@customerserviceculture.com<\/em><\/li>\n<li>17:33 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music<\/li>\n<li>17:45 Check all corporate services on CustomerServiceCulture.com\u00a0<\/li>\n<li>18:27 Closing remarks &#8211; have great conversations!<\/li>\n<\/ul>\n<h2><strong>Related links\u00a0<\/strong><\/h2>\n<ol>\n<li>Missed previous episode? Listen to &#8216;<a href=\"https:\/\/bit.ly\/Pod-EN-43\">avoid these slippery conversations hiccups<\/a>&#8216;<\/li>\n<li>Check out my Digital Customer Service assessments in the <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting page<\/a><\/li>\n<li>Up-skill your customer service team with customized <a href=\"https:\/\/customerserviceculture.com\/en\/training\">training paths<\/a><\/li>\n<li>Want to boost your next conference? <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">Here are my keynote speeches<\/a><\/li>\n<li>Read my book &#8216;<a href=\"https:\/\/amzn.to\/3MX8VAq\">The Power of Digital Conversations<\/a>&#8216;\u00a0<\/li>\n<li>Learn about the <a href=\"https:\/\/customerserviceculture.com\/en\/customer-culture-academy\/\">Customer Culture Academy<\/a>.<\/li>\n<li>\ud83c\udfa7 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>.<\/li>\n<\/ol>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>Mistakes may happen even in the best of families. However, internal communication gaps are dangerous because even just <strong>one <\/strong>of them can <strong>jeopardize<\/strong> customer&#8217;s trust. So what are you doing to prevent such puzzling situations?<\/p>\n<blockquote>\n<p>\ud83d\udc49 Let&#8217;s share our experiences <a href=\"https:\/\/customerserviceculture.com\/en\/contact-paolo\/\">in this informal conversation.<\/a><\/p>\n<\/blockquote>\n<p>.<\/p>\n<p><em>Image credit: Unsplash.com<\/em><\/p>\n<p>.<\/p>\n<p><a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">Subscribe to the newsletter<\/a>.<\/p>\n\n\n<p>Have great conversations!<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&#8216;Do they really work in the same office\/company?&#8216; That&#8217;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 [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":41340,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[781,867,763],"class_list":["post-41313","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-customer-experience-2","tag-internal-communication","tag-podcast-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customers see internal communication issues - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Customers notice what&#039;s not working well inside: an eye-opening case of how internal communication issues reflect themselves externally.\" \/>\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\/customers-see-internal-communication-issues\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customers see internal communication issues - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Customers notice what&#039;s not working well inside: an eye-opening case of how internal communication issues reflect themselves externally.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/customers-see-internal-communication-issues\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2025-06-18T08:17:50+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-18T08:17:51+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/06\/internal-communication-issues.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=\"2 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\/customers-see-internal-communication-issues\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/customers-see-internal-communication-issues\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"Customers see internal communication issues\",\"datePublished\":\"2025-06-18T08:17:50+00:00\",\"dateModified\":\"2025-06-18T08:17:51+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/customers-see-internal-communication-issues\/\"},\"wordCount\":349,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/customers-see-internal-communication-issues\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/06\/internal-communication-issues.png\",\"keywords\":[\"customer experience\",\"internal communication\",\"podcast\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/customers-see-internal-communication-issues\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/customers-see-internal-communication-issues\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/customers-see-internal-communication-issues\/\",\"name\":\"Customers see internal communication issues - 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