It is hard for me to interact with organizations that have broken processes at times. Todays episode: A bank I am a customer of. I am furious with them because their extremely broken processes produced an adverse outcome to me. The person I am interacting with is not ...
... directly at fault, so voicing my anger there won't help. But how to reach someone that is actually in a position to fix broken processes? Is there even such a person?
A well-run business has a way that customer complaints can actually lead to a proper 'postmortem' - what went wrong, and how can we fix ourselves so it does not go wrong again. This also implies that customer service needs to be empowered to fix processes, or at least have ...
... a short escalation path to someone that does.
The failure mode "nobody feels empowered to fix stuff, or cares to fix stuff, and the orgs primary raison d'être is diffusing responsibility" is a surprisingly common failure mode.
