Customer Service Idea Bank > Solving Problems > Beware of icebergs!
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It's tempting to write off service-failures as one-time problems, especially if you found a way to make that customer happy again. What if it wasn't a one-time problem, but the result of a flaw in your service delivery system? The problem could be repeated many more times and many more customers could become angry before it gets solved.
Customer service professionals should always be wary of "icebergs" - what you see above the surface is nothing compared to the big, mean problem under the surface.
Here are some simple questions to help you check for icebergs when you encounter a service problem:
- What caused the problem?
- Can the same challenge exist in other places?
- Who else is affected?
Last updated on June 7, 2010 by Jeff Toister
