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April 1, 2021 16 min

In this second episode in my mini-series about improving the online and multi-channel customer service experience, you'll hear a case study of how a banking fraud team deletes customers' transactions without asking, because their back-office process doesn't allow them to send a secure message.

It's a story of organisational inflexibility and a refusal to learn from a customer complaint, that causes avoidable and unnecessary customer service pain. You'll find out why relationships matter and what to do when your relationship breaks down.

There are four lessons you can learn to avoid making the same mistakes with your own organisation's customer service.


  • New South Wales Ombudsman - a guide to apology provides best practice advice on how to apologise properly to customers who've had to complain.
  • Everything you need to know about Kyle Reese (played by Michael Biehn) in the 1984 James Cameron classic film, The Terminator.
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