“This happens all the time” is not a customer service strategy.
By Linda Pophal, MA, SPHR · Strategic Communications, LLC
Chronic customer service failure occurs when an organization identifies a recurring problem that negatively impacts customers but chooses to absorb the complaint volume rather than address the root cause—often because the problem has become so normalized that staff no longer recognize it as fixable. In an era of increasing automation and AI-driven customer interactions, chronic failures are becoming more, not less, common as technology handles transactions efficiently but removes the human touchpoints that once caught and corrected errors before they impacted the customer.
This isn’t a hypothetical. This is something that happened to me recently.
Continue reading “Wake Up Customer Service: HERE’S YOUR SIGN!!!”
A while ago my husband went to the movie theatre to buy some tickets that we were going to give to some people who had helped us out with a project. He wanted 8 tickets. The theatre said “No, sorry – we only