What goes wrong repeatedly.
ASKING FOR INFORMATION ALREADY PROVIDED
The fastest way to frustrate someone.
GATHERING INFORMATION PIECEMEAL
Several exchanges where one would do.
GENERIC FIRST RESPONSES
Acknowledgements that acknowledge nothing.
APOLOGISING WITHOUT RESOLVING
Sympathy as a substitute for action.
VAGUE DEFERRAL INSTEAD OF NO
Repeated asking, and eventual resentment.
CLOSING TICKETS TO MEET A METRIC
Every measurement rendered meaningless.
GOING SILENT WHILE INVESTIGATING
Silence read as nothing being done.
TELLING THE CUSTOMER IT IS THEIR END WITHOUT CHECKING
Frequently wrong, always resented.
ASKING FOR PASSWORDS
Training customers to share credentials.
MAKING EXCEPTIONS UNDER PRESSURE
Teaching that pressure works.
ANSWERING FASTER INSTEAD OF FIXING THE CAUSE
Volume that grows forever.
MEASURING SPEED RATHER THAN OUTCOME
Closing rewarded over resolving.
NO OWNER ON ESCALATED TICKETS
The tickets most likely to be forgotten.
MAKING CANCELLATION DIFFICULT
Chargebacks, complaints and public anger.
HANDING OVER WITHOUT CONTEXT
The customer explaining it again.
WHAT MOST OF THESE SHARE
They save minutes and cost customers.
