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Sometimes it seems companies build fortresses to protect themselves from customers rather than bridges to welcome them in.We have all been in situations where we have an issue. Perhaps small. A damaged item. A blotched service. A promise not kept. 

We make the call, send the email, and follow the process. We are polite. We are patient. We just want someone to listen, to take ownership, to make it right.

Instead, we hit a wall of indifference. Automated replies. Siloed departments. Inflexible policies. We are passed from one person to another, each powerless to help, each reading from a script that wasn't written for humans. We start to realise that for them we are just a service request number.For a business, this is the most dangerous kind of blind spot.This story will resonate with many of us as consumers but I also hope as business leaders we will ask ourselves What small signals are we missing because our systems aren't built to listen?

This is a powerful reminder that in today's world, every customer holds a microphone. Compassion and empowered problem-solving aren't just nice-to-haves; they're our most vital risk mitigation strategy. 


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Our website has a video version of this story. https://storyworks.in/storybanks/

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