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This is where having strong customer operations makes the difference.

And that outside dependency on other departments and specialists can slow the pace. This is because customers don’t care if their issue is new or complex–they expect a fast resolution. The second might be the issue is complex and requires assistance from a specialist elsewhere in the organization.Īs any customer service leader will tell you, time is the enemy of customer service. The first is the problem is new to customer service and might require another department to triage or assist in diagnosing the problem and developing a solution. This typically occurs for one of two reasons.