I have one of those all-in-one TV-Phone-Internet access packages at home. The phone company offers all three services at a very attractive price.
Recently, I was without phone service for several hours. So I (using my cell phone) called the customer service number that I found on the company’s web site. The conversation went something like this:
ME: “I don’t have a dial tone, and I can’t make calls.”
CSR: “Oh, I’m sorry to hear that. Would you like to submit a trouble ticket?”
ME: “No, I’d just like to get my phone service back.”
CSR: “If you have no service, you need a technician, so we’ll have to create a trouble ticket first.”
ME: “OK then, please create a trouble ticket.”
CSR: “No, I can't create a trouble ticket. You'll have to call dispatch. They have to create the trouble tickets.”
ME: "OK, can you please transfer me to disptach?"
CSR: “No, I'm sorry - I'm not able to transfer you to them. But I can give you their number.”
How many faces do your customers see? One familiar face that the customer can get to know, rely upon and trust? Or does the customer see a separate face for each siloed department or function that they speak to?