Your call is (not) important

My health provider has launched a mobile app a while back. It is pretty handy, as it gives you access to your health history, the booking system, the possibility to consult with a doctor remotely, and other useful stuff.

Today the app failed on me for some reasons, and the error page prompted me to contact customer service to complete what I was doing.

I had to first visit the website from the mobile browser, as the customer service number was nowhere to be found in the mobile app. I called and, after being informed that the call would be recorded for improving the service, I was put in line. Our operators are busy at the moment, if you want you can book an appointment with our app. I realised in the meantime the call was not free. We are still busy, we will answer the phone calls in the order we have received them. Five minutes later, an operator answered and I got the issue sorted in about a minute and a half.

Who pays the price for your faults?

Often, it is the customer. The one you want to serve, the one that already had to endure a disservice and embrace to get on the phone instead of going about their business, the one that can tell others and spread the word.

If your system is designed to ditch responsibility (and costs) when something goes wrong, how do you expect your people to own their failures? How will you get better at doing what you do?

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