A Service Experience: Why Did a 15-Minute Fix Take 10 Days?

Earlier this year, I had a service issue that took about a week and a half to resolve. The interesting part? Once I finally reached the right person, the issue was resolved in about 15 minutes. Everyone I worked with along the way was helpful and genuinely trying to solve the problem. So, what went wrong? In this video, I use that experience to look at what happens when seemingly small breakdowns in escalation, communication, handoffs, coordination and policy turn a relatively simple issue into a long-drawn-out, frustrating service experience. More importantly, I look at what service organizations can learn from experiences like this so they’re not repeated. Good people can still deliver a frustrating service experience when the processes around them aren't well designed. Have you encountered a similar experience? Either as a customer or from inside a service organization? I'd love to hear what your organization learned from it. — Kinbalo Ventures We help organizations deliver better service through practical service management. Learn more: http://www.kinbalo.com Explore The Practical Service Advisor: https://www.kinbalo.com/theadvisor Read the Practical Service Management Guidebook: https://a.co/d/aNcDSJh