Don’t Work In Silos


Everyone needs help once in awhile. When you contact a company about a question or an issue, you enter this realm. You’re looking for an answer, and your fingers are crossed that the person who answers on the other end has one. But sometimes they need help too, (everyone, remember?) so they may need to pass you along to a co-worker or manager that can handle your needs better. It’s during this hand-off where there seems to be giant room for improving service across all companies. You just explained yourself to the first person reached, you may have a detailed story with layers of complexity that led you to needing help. Now you’re speaking to the second person, and it’s the dreaded “broken record” scenario. Same account or order information needed, same story told.

This is an area where companies can differentiate themselves, improving the customer experience substantially. Nobody likes repeating themselves, especially when they’re describing …

Read More