Service Trigger #5: Being Shuffled

It happens thousands of times a day, perhaps tens of thousands. A customer calls a retail store’s 800 number with a problem. He is confronted with a nice service rep who speaks with him for a few minutes. The rep asks questions, takes down information, and then tells the customer, “Please hold on while I connect you to the Claims Department; they should be able to help you.”

Of course, we all know what happens when the customer gets to Claims: He has to repeat the information. The rep in Claims is pleasant and eager to help, but after the customer has repeated his entire story, it turns out that the customer is a Diamond Club member. The customer needs to call the Diamond Club 800 number instead of ...

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