13 • Online customer service - a story of relationship breakdown

What makes a bank think it's a good idea to delete transactions without asking, and fail to inform the customer about their decision?

In this podcast, you'll hear a story of organisational inflexibility and a refusal to learn from a customer complaint, that causes avoidable and unnecessary customer service pain. You'll find out why relationships matter and four things you can learn to prevent your customer relationships breaking down.

PODCAST • 17 minute listen

In this podcast episode

In this second episode in my mini-series about improving the online and multi-channel customer service experience, you'll hear a case study of how a banking fraud team deletes customers' transactions without asking, because their back-office process doesn't allow them to send a secure message.

It's a story of organisational inflexibility and a refusal to learn from a customer complaint, that causes avoidable and unnecessary customer service pain. You'll find out why relationships matter and what to do when your relationship breaks down.

There are four lessons you can learn to avoid making the same mistakes with your own organisation's customer service.


It can’t be bargained with; It can’t be reasoned with; It doesn’t feel pity, or remorse, or fear, and it absolutely will not stop, ever…”

Kyle Rees, in Terminator (1984)

Lessons to learn

Here are four lessons for you to avoid relationship breakdown with customers of your organisation:

  • Respect the customers right to be informed about a decision. Communicate!
  • Timing is everything in a successful relationship. Use an appropriate channel
  • Break the silo mentality between departments in your organisation
  • Apologies are meaningless if you don't demonstrate learning and improvement

In the next podcast episodes in this mini-series, you'll hear more about the psychology behind customer's decisions about whether to use online channels; and some of the things to think about if you're thinking of using chatbots to help make your business case.

We'll also talk about improving the quality of your online responses by simply reading the e-mail or message, and we'll share interviews with global experts talking about customer experience transformation and the role of AI in customer service.

Make sure you subscribe on your favourite podcast provider, and join our mailing list, so you don't miss out on these future episodes.


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