OperationsSomeone whose request sits inside an organisation's process

When something has gone wrong, I want it fixed, so I do not spend my own time proving an error that was not mine.

Khi một thứ gì đó đã sai, tôi muốn nó được sửa, để không phải bỏ thời gian của mình đi chứng minh một lỗi không phải của mình.

Job context

Having to prove the error was not theirs
High
The burden of proof sits with whoever was harmed.
Root cause: The process treats a complaint as unproven until demonstrated
A different person at every contact
High
Nobody remembers what happened.
Root cause: Systems store transactions rather than stories
Whoever takes the call cannot fix it
High
Only the authority to record it.
Root cause: Authority is pulled back from the front line to control cost
The time spent exceeds the money recovered
Medium
So many people give up midway.
Root cause: Customers giving up lowers the cost of handling
No confidence the complaint was recorded
Medium
Nothing to refer back to.
Root cause: The customer is not given a record of their own conversation

A solution is not the same thing as a product, a customer can hire a behaviour or a workaround too.

Call the helpline repeatedly
Behaviour
The official route, restarting each time.
Post publicly on social media
Workaround
Far more effective than the official channel, and only for those with an audience.
Keep every piece of evidence from the start
Behaviour
Necessary, requiring you to have foreseen trouble.
Escalate to a regulator
Service
Carries real weight, slow and reserved for large matters.
Drop it and go elsewhere
Behaviour
What most people do, producing a signal for nobody.

A customer giving up lowers the cost of handling, so every point of friction in the complaints process benefits the party at fault, and nobody had to design it that way on purpose.
Why existing solutions fail: Complaint handling is measured by cost per case, and an easier process raises the number of cases pursued to the end, so improving the experience always appears as a cost increase.
Potential opportunity: Measuring the function by the share of cases resolved rather than by cost per case.
Systems are built for the agent to record a case rather than for the complainant to follow their own, so the customer never holds a record of the story they told.
Why existing solutions fail: The software is bought by operations to manage workload, so every feature serves the person inside, while the person outside receives a reference number and no content.
Potential opportunity: Returning a full record of every contact to the customer, automatically and unasked.