Lesson: Does your company "Throw it Back to the Client?"

I would normally ask- "Has this ever happened to you?", but this happens to EVERYONE.

You call a company, usually trying to resolve a problem. Usually you call the Customer Service number on your bill, on the website, or from a Google search. However, after explaining the nature of your problem, you get redirected. It sounds like this...

"Oh, you need to speak to someone in the _______ department. You can reach them at (800) ___-____. Have a great day." OR (via email)...

"Thank you for your email. Please reach out to ________@____.com, so that the appropriate department can address your concerns."

WHY? Why do even otherwise "great" companies "throw it back to the client" to make them call or email someone else IN THE SAME COMPANY.?

Great companies make this seamless. They own it.

I would venture a guess the an astonishingly small number of what we consider to be wonderful companies REALLY make it seamless.

Is it so hard? Not when Exceptional Customer Service is important. Here are a couple of ways it can be done:

SOLUTIONS:

Phone-

"We appreciate you calling. You concern is better handled by the experts in ____ department. Let me reiterate for you what I am hearing as your concerns, and then I will reach out to that department and explain. I can then remain on the line while they resolve the matter, or I can have someone call you back in 15 minutes so that we can ensure you are cared for. Is that acceptable?"

Email/Chat-

"We appreciate you contacting us. I have copied _____ from _____department on this email, as he/she will be better suited to resolve this matter for you. I will remain on copy until this is resolved."