Let’s talk about the ball.
In sports, the ball is a metaphor for a problem. The ball is passed from one player to another until it reaches resolution. This is a great metaphor for customer service and how we solve problems—the solution isn’t just collaborative but dependent on an expert in the product or service (whether it’s an online store or a contact sport).
But what if you’re not a sports fan? What if you don’t even know what I’m talking about? Well, let me give you another example: Online shopping. When you have an issue with your online order, it’s likely to impact individuals buying decisions in some way. In fact, 73% of customers say that valuing their time is the most important thing a company can do to provide them with good online customer service according to Forrester. So how does that value align with your best practices?