How to Streamline, Simplify and Strengthen Internal Knowledge

 

Cross-functional comms and cooperation is linked directly to your bank account. Here’s how to reduce redundancies and prevent confusion for customers and colleagues alike.

Dianna BooherThe weather forecaster issues a tornado warning, so you get out your new flashlight to make sure it’s working in case the electricity goes out. It’s not. You call the help desk at Universal Flashlights, Inc. Department A answers, you explain you’ve just put a new battery in your flashlight, but the light is very weak and occasionally goes off altogether.Department A agent: We only help you put the battery in. If you have a problem with a weak light or the light won’t stay on, I’ll need to transfer you to Department B.Department B agent: You say the light’s weak? We only deal with flashlights when the light won’t come on at all. I’ll need to transfer you to Department C.Department C agent: You say the light’s weak? We only deal with flashlights when they won’t turn off. I’m going to transfer you to Department D. They can help you with a weak light.Department D agent: You say the light’s weak? We only deal with flashlights when the light’s flickering. I’m going to transfer you to Department A.Department A agent: Why’d they transfer you here? Who’d you talk to earlier? Well, it wasn’t me. We can help you put the battery in correctly. But that’s it. I don’t know where to transfer you. Maybe try this number…By the time you repeat the problem for the fifth time, the tornado has either hit or bypassed you.This ricochet conversation happens to customers routinely with roughly 80% of the organizations they deal with–until they’re frustrated enough to go elsewhere.Continue reading here...