Mistakes that Make you Look Dumb

Wednesday, August 15th, 2012

Customer Satisfaction is often measured between an organization and its direct customers. But sometimes the situations that are the most embarrassing are those that involve other organizations, yours and a customer. When there is a system or process that is supposed to work using outside firms and there is a failure, both organizations look dumb. Sometimes a third party needs to get involved to embarrass the organizations to work together. Two examples are covered.

In an earlier blog post titled: Warning, Is your Sales Force blindsided by Customer Service I talked about the need for customer service to keep sales informed about potential customer escalations and that might negatively impact the sales team. Here is a real life example of a system that was in place when I retired from IBM Canada.

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