Insight 05 · Customer Experience
Optimum Customer Service Cut Off My Phone, Left Me Stranded Without Service, Then Told Me to Use My Phone to Fix It
Apparently, “customer service” now means creating the emergency, explaining the emergency back to you, and then recommending a solution that the company has made impossible.
The accountability test
Can the decision survive informed questions?
This idea asks leaders to move past activity, convention, and confident presentation. The test is what the claim changes, who can question it, and what evidence supports the decision.
In customer experience, accountability means making assumptions visible, naming an owner, and connecting the work to an outcome people can recognize. If the reasoning cannot be explained clearly, the system is not ready to scale.
Source: Optimum Customer Service Cut Off My Phone, Left Me Stranded Without Service, Then Told Me to Use My Phone to Fix It ↗Bring Jay into the work
Move from a sharp point of view to a defensible plan.
Hire Jay for a focused project, advisory engagement, or consulting partnership built around the real problem.
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