Vicious circle: Apologizing does NOT get to the root cause
If your customer service staff is accustomed to solving the immediate problem, offering an apology or some compensation, and then assuming all is well, you’re just putting the fire out without looking for a root cause—or prevention. That means the same problem will occur again. Many organizations seem to respond to each problem—overreact even— as if it’s a “special cause,” when the problem is really a “common cause” that’s a result of some underlying process or system.
Sort it all out now in Mark Graban’s
blog on the MBT Web site.