Online customer service - a story of relationship breakdown

In this second episode in my mini-series about improving the online and multi-channel customer service experience, you'll hear a case study of how a banking fraud team deletes customers' transactions without asking, because their back-office process doesn't allow them to send a secure message. It's a story of organisational inflexibility and a refusal to learn from a customer complaint, that causes avoidable and unnecessary customer service pain. You'll find out why relationships matter and what to do when your relationship breaks down. There are four lessons you can learn to avoid making the same mistakes with your own organisation's customer service. • LINKS • New South Wales Ombudsman - a guide to apology provides best practice advice on how to apologise properly to customers who've had to complain. Everything you need to know about Kyle Reese (played by Michael Biehn) in the 1984 James Cameron classic film, The Terminator.

Om Podcasten

Life at the Sharp end is a podcast full of insights and interviews to help people who want to do their best at work. People who want to learn from others and hear about best-practice tools and techniques to help you create safe, respectful and high-performing workplace cultures. People like you - whether you’re in a leadership role or at the front-line. Wherever you work, you’ll have stories to tell about what it’s like to experience Life at the Sharp End.