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The days of companies relying on the customer service department to manage every complaint and challenge are all but completely gone. Businesses are most effective when employees in every department have the same facts on hand to solve problems quickly and efficiently and to do it accurately on initial contact. Doing so will reduce irritation and foster a healthier business/client relationship (I think we all know that transferring clients from one department to the next only exacerbates the problem).
Let’s be honest, it’s all about management and employees working in sync and keeping the lines of communication open and silos torn down.
As a side note, I’d like you to consider this thought: when asking, “How was the service?” and the client says, “Fine”, you may have a problem on your hands. “Fine” can mean, “The service was on point” or it could mean “I’m never going to return to your store”. On the internet I found a funny phrase on posters and quote boards that support my claim that the word “fine” has a double meaning. It says, “Fine is not fine! The scale goes Great, Good, Okay, Not Okay, I Hate You, Fine!”.
