The "We got your back" concept for Customer Services

We all know that Customer Services is a very important, if not the most important, touch point to maintain a great customer relation and influence the customer experience overall. If it is through call centers or through the growing social media channels, the same rules apply and we see the same impact on the overall experience.

With all the different ways that customers can reach us today, and the large customer service teams, are we strangling our own capabilities to influence the customer experience? This question led me to think about, what I call, the "we got your back" concept. This is based on what the organization philosophy is with regards to the freedom that a customer service representative/agent has to influence and manage the overall customer experience.

Problem Orientation Vs Solution Orientation

How do you react when a problem is put in front of you? Do you think of the problem or think about the solution?

Let me start with a short story about my recent experience with a customer service desk. Initially, I had a tough time to explain the problem and try to get hold of someone who could help me.