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June 1, 2020 18 min

In this case study of customer service chaos, we're going to look at how the simple act of buying a washing machine from a national retailer turned into a customer experience nightmare. It's a story of cascading process failures and avoidable customer pain, with lessons for every organisation to learn.

Come with me on a journey of highs and lows, from the heights of elation, to the crashing disappointment of 'computer says no.'  You'll hear simplicity made complex, a triumph of process bureaucracy over common sense, but with an ending that shows why simple human intervention from people who care about their company just gets things done.

If you're in customer service, this is a story you can learn from.


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