The things most companies fail at when it comes to customer service are: - Effectively training employees to fully understand the product they are supporting.

The things most companies fail at when it comes to customer service are: - Effectively training employees to fully understand the product they are supporting. - Enabling communication channels between departments that lead to timely resolutions. Often you're talking to someone who doesn't know how to fix your problem, isn't sure why things are messed up, has to use a bunch of internal tools that only partially work, may have to communicate with other departments who might as well be black holes and then has to halfheartedly sell you products unrelated to your call. Companies should be using metrics to help guide decisions, but all too often companies are working for metrics instead of having the metrics data work for them them. Instead of diving deeper into the overall customer experience to figure out if they're even measuring the right things, companies often focus success on driving a narrow spectrum of metrics ever higher, at the cost of everything else.