A few weeks ago, I experienced one of those travel nightmares you hear about but hope to never endure. Delayed flights, multiple cancellations, and lost luggage combined to create a frustrating ordeal. But what stood out most wasn’t the logistical chaos—it was the way the airline’s customer service representatives spoke about the situation. Let me be clear, they did everything they could to handle the situation. Even on the backend, they did everything they could to compensate me for the inconvenience. And for that, I thank them immensely.
Failed Customer Service
However, there was another dynamic at play, and each interaction left me more frustrated than the last. The customer service representatives were doing their best as they attempted to help me, but here’s the kicker… each time I spoke with someone about my missing luggage, they responded with statements like, “I don’t know why the previous person told you that,” or “That person didn’t know what they were talking about.” Instead of building confidence that my concerns were being addressed, these comments eroded my trust in the management of the situation, and it was coming from their own people! It’s not so much that the company’s own employees couldn’t agree on the right answers, it was that many of them were intentionally bad-mouthing their own colleagues. It wreaked of an organizational culture dysfunction!
This experience got me thinking about the broader implications for any organization. When employees publicly question or undermine one another, it sends a clear message to customers: We don’t have our act together. That’s a dangerous precedent, as trust is the foundation of every successful business relationship.
5 Ways to Improve Customer Service
Here are five ways companies can improve how their representatives engage with customers, ensuring consistent and trustworthy service:
Own the Process, Not Just the Problem
Customers don’t care which individual is responsible for solving their issue—they care about a resolution. Instead of pointing fingers, train representatives to say, “Let me take ownership of this and get it resolved for you.”
Speak as a Team
Encourage employees to avoid undermining each other. Phrases like “I see what they were trying to do” or “Let me build on what my colleague started” can reinforce trust and demonstrate collaboration, even if adjustments are needed.
Invest in Training
Many service inconsistencies stem from inadequate training. Ensure that all representatives have the knowledge and tools they need to provide accurate and uniform information. Cross-train positions, if applicable.
Keep the Customer in the Loop
Transparency goes a long way in restoring confidence. If there’s confusion or a process involves multiple steps, explain it clearly to the customer without shifting blame.
Empower Employees to Make Decisions
Frustration often arises when representatives lack the authority to resolve issues. Empowering employees to take decisive action not only improves customer satisfaction but also reduces the need for hand-offs that can lead to conflicting answers.
Solicit and Act on Feedback
Finally, actively seek feedback from customers about their experiences. Use this information to identify patterns of miscommunication and improve internal processes.
As leaders, we must remember that every touchpoint with a customer represents our brand. Each interaction is an opportunity to either build trust or erode it. A lack of cohesion among team members doesn’t just frustrate customers—it damages the company’s reputation.
My travel nightmare was a stark reminder that exceptional service doesn’t come from flawless systems (though those help); it comes from employees who work together seamlessly, putting the customer first. At X-Factor Solutions, we believe in fostering organizational cultures where teamwork and trust are non-negotiable. Because at the end of the day, your customers will only trust you as much as your team trusts one another.
Visit factorsolutions-x.com to learn more about creating cohesive teams and delivering exceptional customer experiences.
Image by Gerd Altmann from Pixabay