Don't make your teams lie to customers because they don't know what else to do
Ben Shipley
Chief Customer Officer @ TTP Outsourcing | Sourcing the best offshore talent The Philippines has to offer
I had a very interesting CX moment today with my Internet Provider as far as communication with customers is concerned. It has always been my opinion that treating customers like intelligent human beings is the way to go but alas apparently it is "the policy" that they need to monitor my connection for 24 hours and if the drop out happens again they will look at options.
This is the 6th time I have called them about this exact problem in the last 12 months and the 10th time it has happened. So when I asked if the policy stated 7 or 11 times a customer needed to experience a problem before finding options to fix it I got a lot of backtracking and talking in circles.
Give your teams some leeway to make decisions and solve problems and you won't lose customers that were loyal through a lot of problems. In fact, they usually become more loyal.