Create an account to save sources and durable progress.
Source excerpt
About A Smart BearIs "customer service" a genuine service? Or is it a shield so that most people at your company never have to speak to one of those pesky customers?
This is a limited feed-provided excerpt, not the full original work.
Apollo layer
Treat customer service as a company-wide learning channel, not a buffer that isolates the rest of the team from customers. Create regular ways for decision-makers and product builders to hear customer problems firsthand.
When customer contact is confined to a support team, the people shaping the product and company can lose access to the evidence they need to understand recurring problems and improve the customer experience.
Ask: Who outside customer service spoke directly with a customer this week, and what decision changed because of it?
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